Dunnhumby - Service Experience Manager - Observability Services

We are seeking a talented Service Experience Manager with service management strategy for Media systems.

What Were looking for :

- 2+ years in a team lead or managerial role

- Coaches team members to deepen both technical monitoring skills and business understanding.

- Builds a culture of continuous improvement, automation, and proactive detection.

- Balances hands-on work with strategic oversight.

- Experience in a 24/7 operational environment, ideally in Media, SaaS, or streaming platforms

- own the end-to-end service management strategy for Media systems

- Accountable for defining, maintaining, and evolving service management standards across all Media platforms.

- Ensure monitoring coverage aligns with business-critical services and revenue driving workflows.

- Acts as escalation point for major monitoring-related incidents.

- Experience with observability stacks (e.g. Grafana, Prometheus, Splunk, New Relic).

- Solid understanding of APIs, event pipelines, and log management.

- Familiarity with cloud environments (GCP, or Azure) and their native monitoring tools.

- Experience integrating monitoring with ITSM tools (ServiceNow, Zendesk, etc.).

- Define alerting thresholds that balance sensitivity with noise reduction.

- Partner with system owners to ensure monitoring reflects SLAs and KPIs.

- Lead post-incident reviews to improve detection and alert quality.

- Work closely with engineering, operations, and product teams to align service management priorities from monitoring to Incident/change management.

- Communicate system health and incident impact to both technical and non-technical stakeholders.

- Translate complex technical issues into clear business implications.

- Contribute to the observability roadmap, driving automation, and adoption of AIOps/ML for predictive monitoring.

- Evaluate new tools and methodologies to improve system reliability, visibility and usability.

- Partner with leadership to define service management KPIs linked to customer experience and revenue protection.