IT Incident Manager

About IT Operations at Holland & Barrett

• The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
• Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
• The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects.
• Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.

The Role

Exciting Opportunity: Become Holland & Barrett's Next Incident Manager!

At Holland & Barrett, we believe in making health and wellness accessible to all — and our technology plays a crucial role in delivering that mission. We're on the lookout for a high-performing Incident Manager to join our IT Operations Team and help take our IT service management practices to the next level.

If you thrive in fast-paced environments, love solving complex challenges, and want to make a real impact, we want to hear from you!

What You'll Do:

• Take charge of Major Incidents, ensuring swift resolution and clear communication with stakeholders.
• Lead post-incident reviews, identifying lessons learned and driving improvement actions.
• Monitor service levels, ensuring SLAs are met and escalating when necessary.
• Collaborate with monitoring teams to optimize alerts and ensure early incident detection.
• Work closely with third-party vendors to ensure timely incident resolution.
• Participate in our on-call rota for Major Incident management, ensuring 24/7 coverage.
• Drive proactive problem management by identifying trends and implementing preventative measures.
• Champion continual service improvement across the Technology, Business, Product, and wider community.

The Person

• Proven experience in a similar role within a large-scale, complex organisation.
• Strong knowledge of IT service management frameworks.
• Exceptional communication skills to navigate high-pressure situations and keep stakeholders informed.
• Ability to lead cross-functional teams with a calm and decisive approach.
• Experience with JIRA (or similar tools) to manage tickets and track progress.
• Analytical mindset to define and track metrics, spot incident trends, and drive improvements.
• Passion for service improvement and a knack for identifying opportunities to enhance processes.

Nice to Have:

• ITIL V3 or V4 certification.
• Experience in agile, delivery-focused environments.
• Familiarity with tools like Power BI for building performance dashboards.
• Interest in emerging technologies like AI-driven incident detection.

This is a hybrid role - we are happy for someone to work from either our London Hub or Nuneaton Head Office!

Why Join Us?

• Be part of a purpose-driven company making a positive impact on health and wellness.
• Work in a dynamic environment with supportive colleagues and exciting challenges.
• Opportunities for professional growth and development.

Ready to make a difference? Apply now and help us keep Holland & Barrett running smoothly!

#IncidentManager #ITJobs #HollandandBarrett #JoinOurTea

Benefits

 Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.

 Learning and Development opportunity with Holland & Barrett is a great base for career development long term.

Career progression

 Pension company contribution - 3 & 5%

Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per 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 its all about your health & wellbeing.

We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.

And many more!

The Company

• Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.
• Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.
• Join us and see how far you can go...