What you'll bring to the team

Observability Manager

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.