Incident Manager

At Holland & Barrett, we're on a mission to make health and wellness a way of life for everyone. As Incident Manager, you'll play a key role in keeping our technology services running smoothly and supporting our colleagues across the business when issues arise., * Taking ownership of Major Incidents from identification through to resolution, ensuring services are restored as quickly and effectively as possible

• Leading incident bridge calls, coordinating technical teams and driving actions to keep recovery activity moving at pace
• Providing clear, timely and confident communication to stakeholders across the business during live incidents
• Assessing business impact, setting priorities and escalating issues where appropriate to minimise disruption for colleagues and customers
• Supporting Problem Management activity by contributing to root cause analysis, post-incident reviews and preventative actions
• Monitoring incident trends, service performance and SLA adherence to identify opportunities for improvement
• Working closely with internal technology teams, suppliers and service partners to strengthen operational resilience and reduce recurring issues
• Helping improve Incident Management processes, reporting and governance across IT Operations
• Supporting a culture of continuous improvement by identifying smarter ways of working and improving response effectiveness

Do you have experience in Root cause analysis?, This is an opportunity to join a fast-paced IT Operations team where your calm approach, clear communication and problem-solving mindset will help minimise disruption and improve service performance across our business., * Proven experience managing or coordinating Major Incidents within a fast-paced IT or operational environment

• Strong understanding of Incident Management principles, service operations and escalation management
• Confidence leading discussions and coordinating multiple technical and business teams during high-pressure situations
• Excellent communication skills, with the ability to provide clear updates to both technical and non-technical stakeholders
• Strong organisational skills, with the ability to prioritise effectively and manage competing demands
• A calm, solutions-focused approach, with the ability to make informed decisions under pressure
• Experience analysing incident data, identifying trends and supporting continuous service improvement initiatives
• Strong relationship-building skills and experience working with third-party suppliers and support partners
• Familiarity with ITSM platforms such as Jira Service Management, along with reporting or dashboard tools, would be beneficial
• ITIL certification or knowledge of ITIL practices would be advantageous

Pulled from the full job description

• Employee discount
• Employee assistance programme
• Company pension
• Private medical insurance
• Cycle to work scheme, * 33 days holiday, including bank holidays, plus holiday purchase scheme
• Private medical insurance - single cover (after 12 months' service)
• 24/7 Virtual GP access and annual at-home health testing kit
• Workplace pension with employer contribution
• Life assurance (2x salary, after 6 months' service)
• £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
• 25% colleague discount, plus free delivery on online orders
• Free Wellhub membership with discounted access to gyms, studios and wellbeing apps
• Access to cashback and discounts from a wide range of retailers
• Cycle to Work scheme

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.