IT Incident & Problem Manager — Major Incident Leader

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

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.