Incident and Problem Manager, Cheltenham
Client: OptumUK
Location: Cheltenham
Job Category: Other
EU work permit required: Yes
Job Views: 2
Posted: 26.08.2025
Expiry Date: 10.10.2025
Job Description
Optum is a global organisation that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Here at Optum, we’re transforming how patients access healthcare. As an Incident and Problem Manager (full-time, hybrid from Leeds or remote), you’ll be part of a collaborative team responsible for managing the full incident and problem lifecycle. You’ll ensure service restoration in the shortest time possible while maintaining high standards of communication and stakeholder engagement.
What you’ll do
* 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.
Who you’ll be
We’re looking for someone with experience in IT Service Management and a passion for delivering customer success. You’ll bring strong 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.
* Ability to operate independently and as part of a team.
* Strong problem-solving techniques and attention to detail.
* Experience managing incident and problem lifecycle activities.
* Confidence in engaging with stakeholders at all levels.
EDI
At UnitedHealth 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. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
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