Intro
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.
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.
Location & Working Arrangement
London or Nuneaton, United Kingdom | 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
- 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
What you'll bring
- 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
Benefits
- 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
- Employee Assistance Programme and Mental Health First Aiders for support when you need it
About Holland & Barrett
For over 150 years, Holland & Barrett has been trusted to support people on their wellness journeys. Today, we're one of Europe's leading health and wellness retailers, combining science-backed products with expert advice to help make wellness simple, accessible and achievable for every body.
Inclusion & accessibility statement
At Holland & Barrett, we're committed to creating an inclusive workplace where everyone feels valued, respected and able to thrive. We welcome applications from people of all backgrounds, experiences and identities.
If you need any adjustments or support during the recruitment process, please let us know and we'll be happy to help.
Based on the role details provided in the JD and aligned to H&B recruitment, tone of voice and inclusive language guidelines
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