IT Incident & Problem Manager

Holland & Barrett; Nuneaton; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

33 days holiday

Private medical insurance

Annual bonus up to 20%

Cycle to Work scheme

Pension contribution

Job summary

Holland & Barrett is seeking an IT Incident & Problem Manager to lead a critical function within IT Operations. This role focuses on reducing service disruption, boosting operational resilience, and guiding teams during incidents with clear communication.

You’ll own RCA, preventative actions and permanent fixes, driving continued improvements across incident and problem management processes aligned to ITIL best practices. Hybrid working with office presence in London or Nuneaton.

Qualifications

• Experience leading IT Incident and Problem Management within a complex IT environment.
• Demonstrable experience operating within an ITIL service management framework.
• Experience leading high‑pressure incident recovery and coordinating cross‑functional teams.
• Strong understanding of root cause analysis, service improvement and governance.

Responsibilities

• Drive rapid service restoration and minimise business impact during high‑severity incidents.
• Chair major incident calls, coordinate resolver teams and manage escalations.
• Act as liaison between IT and business stakeholders during incidents with clear, timely communication.
• Own root cause analysis, preventative actions and permanent fixes to reduce repeats.
• Review and improve incident and problem management processes following ITIL best practice.

Skills

Incident management

ITIL knowledge

Stakeholder communication

Cross-functional leadership

Root cause analysis

Operational governance

Job description

At Holland & Barrett, we’re transforming how technology supports our colleagues, customers and operations across Europe’s leading health and wellness retailer.

We’re looking for an IT Incident & Problem Manager to lead a critical function at the heart of our IT Operations team. You’ll play a key role in reducing service disruption, improving operational resilience and helping teams respond quickly and effectively when incidents happen.

What you’ll be doing

• Driving rapid service restoration and minimising business impact during high‑severity incidents
• Chairing major incident calls, coordinating resolver teams and managing escalations
• Acting as the key liaison between IT and business stakeholders during incidents, providing clear and timely communication
• Owning root cause analysis, preventative actions and permanent fixes to reduce repeat incidents
• Reviewing and improving incident and problem management processes in line with ITIL best practice
• Producing Major Incident Reviews and governance reporting for operational and executive stakeholders
• Monitoring trends, analysing performance metrics and driving service improvement initiatives
• Managing supplier and vendor engagement during incidents and recovery activities
• Supporting operational resilience through out‑of‑hours standby and on‑call support on a rota basis
• Leading the end‑to‑end Major Incident and Problem Management function across IT Operations

Qualifications

• Strong experience leading IT Incident and Problem Management within a complex IT environment
• Demonstrable experience operating within an ITIL service management framework
• Experience leading high‑pressure incident recovery and coordinating cross‑functional teams
• A strong understanding of root cause analysis, service improvement and operational governance
• Excellent stakeholder communication and relationship management skills
• Confidence presenting reports, trends and recommendations to senior stakeholders
• Broad technical understanding across infrastructure and application environments
• Experience driving process consistency, operational maturity and continuous improvement
• Personal resilience and the ability to lead calmly and effectively in fast‑paced situations
• ITIL v3 or v4 accreditation is desirable

At Holland & Barrett, we’re transforming how technology supports our colleagues, customers and operations across Europe’s leading health and wellness retailer.

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.

Benefits

• 33 days holiday, including bank holidays
• Holiday purchase scheme
• Private medical insurance – single cover
• 24/7 Virtual GP access
• Annual free at‑home health testing kit (after 6 months' service)
• Workplace pension with 5% employer contribution
• Life assurance (2x salary, after 6 months' service)
• Annual Bonus (subject to company and individual performance) up to 20%
• £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
• 25% colleague discount, available in store and online, with free delivery on online orders
• Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
• Cycle to Work scheme
• Access to cashback and discounts from a wide range of retailers
• Access to our Employee Assistance Programme and Mental Health First Aiders whenever you need support

About Holland & Barrett For over 150 years, Holland & Barrett has supported people on their wellness journeys through trusted products, expert advice and personalised support. Today, we’re Europe’s leading health and wellness retailer, helping millions of customers make healthier choices every day. We’re building a business where every body feels supported, empowered and able to thrive.