IT Incident and Problem Manager

About the role

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.

This is an opportunity to lead a high-performing team, influence service improvements across the organisation and shape how we manage major incidents in a fast-paced, evolving technology environment.

London or Nuneaton, UK | Full Time. 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.

• Leading the end-to-end Major Incident and Problem Management function across IT Operations
• 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

• 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