Incident & Problem Manager

Join to apply for the Incident & Problem Manager role um is a global organization that delivers care through technology to help millions of people live healthier lives. The work you do with our team directly improves health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best.

As an Incident and Problem Manager, you’ll lead the coordination and resolution of major incidents across the business, ensuring timely communication and effective collaboration. You’ll work closely with internal stakeholders and customers to manage incident reviews, update documentation, and drive continuous improvement in service delivery. The Incident & Problem team works 37.5 hours a week, covering shifts between 8 – 6 PM, with a requirement to be on call 1 day in 5.

You’ll enjoy the flexibility to work remotely from anywhere within the UK.

• Manage and coordinate resources across the business for major and critical incidents on a 24x7x365 basis
• Own and deliver major incident and problem reviews, including metrics on effectiveness
• Contribute to the design and development of incident and problem processes, tools, templates, and reporting
• Work with internal communication teams to relay incident updates to customers
• Maintain cross‑functional relationships to deliver consistently high‑quality service
• Support resolution meetings and ensure excellent customer service is upheld

We’re looking for someone with experience in IT Service Management and a passion for delivering customer success. You’ll bring solid organisational skills, the ability to manage multiple incidents simultaneously, and excellent communication to support collaboration across teams.

• ITIL 4 certified or equivalent service management experience
• Demonstrated ability to operate independently and as part of a team
• Proven solid problem‑solving techniques and attention to detail
• Proven experience managing incident and problem lifecycle activities
• Demonstrated confidence in engaging with stakeholders at all levels
• All telecommuters will be required to adhere to the United Health Group's Telecommuter Policy

** Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are applying. Proof will be required to support your application.**

At United Health Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone—of every race, gender, sexuality, age, location, and income—deserves the opportunity to live their healthiest life.

Diversity creates a healthier atmosphere:
United Health Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. United Health Group is a drug‑free workplace. © 2025 United Health Group. All rights reserved.