IT Incident and Problem Manager Job at Nuneaton Full Time NEW

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.

Location & working arrangement

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.

What you’ll be doing

• 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

What you’ll bring

• Strong experience leading IT Incident and Problem Management within a complex IT environment
• Demonstrable experience operating within an ITIL service management framework
• Experience leading high-pressure incident recovery and coordinating cross-functional teams
• A strong understanding of root cause analysis, service improvement and operational governance
• Excellent stakeholder communication and relationship management skills
• Confidence presenting reports, trends and recommendations to senior stakeholders
• Broad technical understanding across infrastructure and application environments
• Experience driving process consistency, operational maturity and continuous improvement
• Personal resilience and the ability to lead calmly and effectively in fast-paced situations
• ITIL v3 or v4 accreditation is desirable

Benefits

• 33 days holiday, including bank holidays
• Holiday purchase scheme
• Private medical insurance – single cover
• 24/7 Virtual GP access
• Annual free at-home health testing kit (after 6 months’ service)
• Workplace pension with 5% employer contribution
• Life assurance (2x salary, after 6 months’ service)
• Annual Bonus (subject to company and individual performance) up to 20%
• £50 colleague product allowance on Holland & Barrett products (after 6 months’ service)
• 25% colleague discount, available in store and online, with free delivery on online orders
• Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
• Cycle to Work scheme
• Access to cashback and discounts from a wide range of retailers
• Access to our Employee Assistance Programme and Mental Health First Aiders whenever you need support

About Holland & Barrett

For over 150 years, Holland & Barrett has supported people on their wellness journeys through trusted products, expert advice and personalised support. Today, we’re Europe’s leading health and wellness retailer, helping millions of customers make healthier choices every day.

We’re building a business where every body feels supported, empowered and able to thrive.

Inclusion & accessibility statement

At Holland & Barrett, we value diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds, experiences and perspectives.

If you need any adjustments or support during the recruitment process, please let us know — we’ll be happy to help.

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