Technology - Incident & Problem Manager

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 life cycles, enhancing processes, improving response, and increasing the reliability and resilience of services across the organisation.

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.

• 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)

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

• 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

• Strong commitment to CPD, training and professional development

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

• 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

• Regular social events throughout the year

• 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

• Proven experience in Major Incident Management (MIM)
• St…