Technology - Incident & Problem Manager

Pharmacy2U | Certified B Corp; Leeds; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Private healthcare

Sick pay

Long-service awards

Professional registration fees covered

Cycle to Work

Hybrid working

CPD & training

Annual leave 25 days

Employee discounts

Job summary

Pharmacy2U, the nation’s largest online pharmacy, is hiring an Incident & Problem Manager in Leeds. This full-time role owns end-to-end major incidents, drives SLA adherence, and turns incidents into insights through root-cause analysis.

You’ll work with Service Operations and Service Desk, participate in an on-call rota, and enjoy a benefits package, hybrid-friendly options, and employee discounts as part of a growing, patient-centric digital health provider.

Qualifications

• Proven experience in Major Incident Management (MIM).
• Strong expertise in incident and problem management.
• Experience managing SLAs and operational governance.
• Capability in root cause analysis (RCA) and trend analysis.
• Hands-on experience with Jira Service Management.
• Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable).
• Experience working in fast-paced operational environments.
• Service Desk operational experience.
• Understanding of service transition and change management processes.
• Experience building or improving Major Incident Management frameworks.

Responsibilities

• Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk.
• Continuously identify and implement improvements to problem and incident processes, supported by data and reporting.
• Own service incidents and incident processes, working closely with Service Operations and Service Desk teams.
• Support the IT Service team through training, coaching, and mentoring in problem and incident management.
• Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard.
• Ensure all P1 and P2 incidents are managed effectively and resolved within SLA.
• Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes.
• Adhere to all legal, ethical, professional, and company standards.
• Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists.
• Contribute to a positive, collaborative, and engaging workplace environment.

Skills

Major Incident Management

Incident & Problem management

SLA management

Root cause analysis

Jira Service Management

ITIL knowledge

Education

ITIL Foundation

Tools

Jira Service Management

Job description

Role: Incident & Problem Manager

Salary: £ DOE plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

The Problem & Incident Manager sits at the heart of operational excellence, owning the end‑to‑end management of major incidents and ensuring fast, effective resolution when it matters most. The role drives accountability for SLA adherence while turning incidents into insight through thorough root cause analysis and problem management.

With a strong focus on continuous improvement, this role champions best practice across incident and problem lifecycles, enhancing processes, improving response, and increasing the reliability and resilience of services across the organisation.

Why you'll love working with us

We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

• Competitive contributory pension
• Occupational sick pay
• Long‑service awards and refer‑a‑friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)

Family‑friendly

• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life

Health & wellbeing

• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in‑house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes
• Regular health and wellbeing initiatives

Career growth

• Strong commitment to CPD, training and professional development

Time off & flexibility

• 25 days' annual leave, increasing with service
• Buy and sell holiday scheme

Everyday perks & exclusive discounts

• Blue Light Card and employee discount platform
• Exclusive discounts at The Springs, Leeds
• 25% off health & beauty purchases
• 25% off Pharmacy2U Private Online Doctor services

Culture & community

• Regular social events throughout the year

What you’ll be doing?

• Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk
• Continuously identify and implement improvements to problem and incident processes, supported by data and reporting
• Own service incidents and incident processes, working closely with Service Operations and Service Desk teams
• Support the IT Service team through training, coaching, and mentoring in problem and incident management
• Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard
• Ensure all P1 and P2 incidents are managed effectively and resolved within SLA
• Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes
• Adhere to all legal, ethical, professional, and company standards
• Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists
• Contribute to a positive, collaborative, and engaging workplace environment

Who are we looking for?

• Proven experience in Major Incident Management (MIM)
• Strong expertise in incident and problem management
• Experience managing SLAs and operational governance
• Capability in root cause analysis (RCA) and trend analysis
• Hands‑on experience with Jira Service Management
• Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable)
• Experience working in fast‑paced operational environments
• Service Desk operational experience
• Understanding of service transition and change management processes
• Experience building or improving Major Incident Management frameworks

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.