IT Incident Manager

HOLLAND AND BARRETT; Nuneaton; On-site; GBP 30,000 - 60,000

Job description

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.

What We're Looking For:

• 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.

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!

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)
• Career progression.
• 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.
• 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.