At Holland & Barrett, we're transforming how technology supports our colleagues, customers and operations across Europe's leading health and wellness retailer.
We're looking for an IT Incident & Problem Manager to lead a critical function at the heart of our IT Operations team. You'll play a key role in reducing service disruption, improving operational resilience and helping teams respond quickly and effectively when incidents happen.
This is an opportunity to lead a high-performing team, influence service improvements across the organisation and shape how we manage major incidents in a fast-paced, evolving technology environment.
London or Nuneaton, UK | Full Time
We offer hybrid working, with an expectation that you'll be present at one of our Holland & Barrett offices in London or Nuneaton for a minimum of 2 days per week.
- Leading the end-to-end Major Incident and Problem Management function across IT Operations
- Driving rapid service restoration and minimising business impact during high-severity incidents
- Chairing major incident calls, coordinating resolver teams and managing escalations
- Acting as the key liaison between IT and business stakeholders during incidents, providing clear and timely communication
- Owning root cause analysis, preventative actions and permanent fixes to reduce repeat incidents
- Reviewing and improving incident and problem management processes in line with ITIL best practice
- Producing Major Incident Reviews and governance reporting for operational and executive stakeholders
- Monitoring trends, analysing performance metrics and driving service improvement initiatives
- Managing supplier and vendor engagement during incidents and recovery activities
- Supporting operational resilience through out-of-hours standby and on-call support on a rota basis
