At a Glance
- Tasks: Lead the observability strategy and enhance IT service visibility for unforgettable guest experiences.
- Company: Join Merlin Entertainments, a leader in creating joy and memorable connections.
- Benefits: Enjoy annual passes, discounts, 33 days holiday, and ongoing training opportunities.
- Other info: Dynamic hybrid work environment with excellent career growth potential.
- Why this job: Make a real impact on guest experiences through innovative technology and proactive monitoring.
- Qualifications: Experience with monitoring tools and strong analytical skills are essential.
The predicted salary is between 60000 - 75000 £ per year.
What you'll bring to the team
Location: London/Hybrid
Hours: 37.5 hours per week
Contract: Permanent - Salaried
At Merlin Entertainments, our purpose is simple but powerful: to bring joy, create connections and make memories. Merlin is embarking on an exciting Digital and Data Transformation focused on enhancing the end‑to‑end guest journey in our attractions. As we continue our ambitious global transformation journey, technology plays a critical role in enabling sustainable growth and unforgettable guest experiences across our iconic destinations.
The Observability Manager is responsible for enabling deep, end‑to‑end visibility of IT services to support effective Incident, Major Incident, Problem, Change, and Service Improvement practices.
Responsibilities
- Define and lead the observability strategy, standards, and roadmap across infrastructure, applications, and services.
- Deliver scalable observability solutions using metrics, logs, traces, and events to improve service visibility and performance.
- Enable proactive monitoring, predictive alerting, and faster incident detection, diagnosis, and resolution.
- Support Major Incident and Problem Management through real‑time insights and evidence‑based root cause analysis.
- Use observability data to drive service improvement, automation, and shift‑left opportunities.
- Own observability tooling, platform governance, onboarding standards, and lifecycle management.
- Ensure integration with ITSM, CMDB, and service mapping to strengthen service models and impact assessment.
- Track platform usage, costs, KPIs, and outcomes, providing clear reporting to technology and business stakeholders.
- Work closely with Service Delivery, Engineering, Operations, and third‑party partners to maximise operational value.
- Ensure observability practices align with security, compliance, and regulatory requirements.
Qualifications & Experience
- Deep understanding of monitoring frameworks, telemetry, and observability concepts.
- Hands‑on experience with enterprise monitoring tools (e.g., LogicMonitor, ManageEngine, ServiceNow).
- Proven ability to deliver operational excellence through proactive monitoring and automation.
- Strong analytical and problem‑solving skills.
- Effective stakeholder management and communication skills.
- ITIL Foundation (or higher) certification.
- Vendor‑specific certifications in monitoring tools (e.g., ServiceNow, LogicMonitor).
- Knowledge of cloud monitoring platforms (AWS CloudWatch, Azure Monitor) is desirable.
Benefits
- ‘Enjoy the Ride’ Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones!
- Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year’s service.
- 33 days holiday (including bank holidays).
- Company bonus.
- Private pension scheme.
- 40% discount online off LEGO.
- 25% discount in our on‑site retail shops and restaurants.
- Ongoing training and development opportunities.
- Plus, many more…
Pay Range Competitive
Observability Manager employer: Merlin
At Merlin Entertainments, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. As an Observability Manager in London, you'll benefit from a competitive salary, generous holiday allowance, and unique perks like Merlin Annual Passes and discounts at our attractions. We are committed to your professional growth, providing ongoing training and development opportunities as we embark on an exciting Digital and Data Transformation journey to enhance guest experiences across our iconic destinations.
StudySmarter Expert Advice🤫
We think this is how you could land Observability Manager
✨Network Like a Pro
Get out there and connect with people in the industry! Attend meetups, webinars, or even just grab a coffee with someone who works in observability. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Show Off Your Skills
When you get the chance to chat with potential employers, make sure to highlight your hands-on experience with monitoring tools and your understanding of observability concepts. Share specific examples of how you've improved service visibility or resolved incidents in the past.
✨Tailor Your Approach
Before any interview, do your homework on the company and its culture. Make sure to align your answers with their values and the specifics of the Observability Manager role. This shows you're genuinely interested and that you understand what they’re looking for.
✨Apply Through Our Website
Don’t forget to apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining the team at Merlin.
We think you need these skills to ace Observability Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Observability Manager role. Highlight your hands-on experience with monitoring tools and any relevant certifications to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about observability and how you can contribute to our digital transformation. Share specific examples of your past successes in similar roles to make it memorable.
Showcase Your Problem-Solving Skills:In your application, don’t shy away from discussing challenges you've faced and how you tackled them. We love seeing analytical and problem-solving skills in action, especially in relation to incident management.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Merlin
✨Know Your Observability Tools
Make sure you’re well-versed in the enterprise monitoring tools mentioned in the job description, like LogicMonitor and ServiceNow. Be ready to discuss your hands-on experience with these tools and how you've used them to enhance service visibility and performance.
✨Showcase Your Analytical Skills
Prepare to demonstrate your strong analytical and problem-solving skills. Think of specific examples where you’ve used data to drive service improvements or resolve incidents. This will show that you can leverage observability data effectively.
✨Understand the Bigger Picture
Familiarise yourself with how observability fits into the broader IT service management framework. Be prepared to discuss how you would align observability practices with security, compliance, and regulatory requirements, as this is crucial for the role.
✨Engage with Stakeholders
Since effective stakeholder management is key, think about how you’ve communicated complex technical concepts to non-technical stakeholders in the past. Prepare to share examples that highlight your communication skills and ability to work collaboratively with different teams.
