Monitoring Manager

Location: London/Hybrid

Hours: 40 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 Monitoring Manager is accountable for delivering operational excellence through proactive monitoring and advanced telemetry solutions. This role ensures real-time visibility, predictive insights, and rapid incident resolution to maintain high service availability and performance across enterprise systems.

Monitoring & Operational Excellence

• Develop and maintain a monitoring framework that improves reliability, efficiency and resilience.
• Define standards for telemetry, alerting and escalation to minimise downtime.
• Ensure monitoring practices follow ITIL and compliance requirements.

Telemetry & Observability

• Deploy and optimise telemetry and observability tools for end-to-end visibility.
• Enable effective root-cause analysis and performance optimisation.
• Support predictive monitoring using AI/ML to prevent service disruption.

Proactive Incident Management

• Implement automated alerting and remediation to improve MTTD and MTTR.
• Work with Service Desk and Operations teams to ensure insights lead to rapid action.
• Analyse historical trends to eliminate recurring issues.

Strategic Alignment

• Partner with the Head of Service Delivery to align monitoring with overall service strategy.
• Provide insights that enhance service reliability and guide technology roadmaps.

Continuous Improvement

• Lead automation, dashboard optimisation and reporting enhancements.
• Evaluate new technologies and best practices to strengthen monitoring capabilities.

• Deep understanding of monitoring frameworks, telemetry, and observability concepts.
• Hands-on experience with enterprise monitoring tools (e.g., Logic Monitor, Manage Engine, Service Now).
• 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., Service Now, Logic Monitor).
• Knowledge of cloud monitoring platforms (AWS Cloud Watch, Azure Monitor) is desirable.

• ‘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