Are you passionate about IT service management and delivering exceptional outcomes in a fast-paced, complex environment? Holland & Barrett is seeking a high-performing Incident Manager to join our IT Operations Team.
As Incident Manager, you'll play a critical role in improving our IT service management practices. Reporting to the Service Management and Assurance Lead, you will manage Major Incidents, Incidents, and Problems, including participating in an out-of-hours rota to ensure 24/7 support.
You'll lead by example, building trusted relationships and fostering a service-driven culture across Technology, Business, Product, and the wider community.
What You'll Be Doing:
* Manage Major Incidents in line with agreed policies, ensuring timely updates and clear communication to stakeholders.
* Conduct post-incident reviews to document lessons learned, identify root causes, and drive improvements.
* Lead on proactive problem management, identifying trends to prevent future incidents.
* Collaborate with teams and third-party vendors to ensure SLA adherence and timely resolution of issues.
* Analyse incident performance data to ensure service levels and KPIs are met.
* Drive a culture of continual service improvement supported by data and feedback.
* Maintain the IT knowledge base with lessons learned to improve resolution times and self-service capabilities.
* Use tools such as JIRA Service Management to manage tickets and track progress effectively.
Key requirements:
* Proven experience in a similar role within a large-scale, complex organisation.
* Strong knowledge of IT service management frameworks (e.g., ITIL).
* Exceptional communication and interpersonal skills to convey complex issues clearly and build trusted relationships.
* A calm and decisive approach to leading cross-functional teams during high-pressure incidents.
* Ability to analyse performance data, identify trends, and inform proactive problem management.
* Familiarity with tools like JIRA for ticketing and incident management.
* A strong understanding of service level management and customer support.
* ITIL V3 or V4 qualification (or equivalent).
* Experience working in an agile, delivery-focused environment.
* Knowledge of performance dashboard tools such as Power BI.
* Understanding of automation opportunities to improve efficiency.
* Familiarity with emerging technologies like AI-driven incident detection or ITSM tool integrations.
What we offer:
* Pension company contribution = 3%
* Incentive scheme up to 10% of annual salary, based on company performance.
* Your wellbeing is paramount so you can get away and take 33 Days Holiday per year.
* Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
* Private Medical Care (Self after 1 year)
* Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
* Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
* Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
* We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
* Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because it's all about your health & wellbeing.
* Stay active in the Onsite Gym at our Nuneaton Hub!
* We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
* And many more!
Our culture respects equality, values diversity and encourages individuality – because this allows our people to unlock their potential and be their best. We welcome everyone who shares our EPIC values regardless of background, culture, disability, ethnicity, gender identity or sexual orientation.
Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).
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