Exciting Opportunity: Become Holland & Barrett's Next Incident Manager!
At Holland & Barrett, we believe in making health and wellness accessible to all and our technology plays a crucial role in delivering that mission. We're on the lookout for a high-performing Incident Manager to join our IT Operations Team and help take our IT service management practices to the next level.
If you thrive in fast-paced environments, love solving complex challenges, and want to make a real impact, we want to hear from you!
What You'll Do:
* Take charge of Major Incidents, ensuring swift resolution and clear communication with stakeholders.
* Lead post-incident reviews, identifying lessons learned and driving improvement actions.
* Monitor service levels, ensuring SLAs are met and escalating when necessary.
* Collaborate with monitoring teams to optimize alerts and ensure early incident detection.
* Work closely with third-party vendors to ensure timely incident resolution.
* Participate in our on-call rota for Major Incident management, ensuring 24/7 coverage.
* Drive proactive problem management by identifying trends and implementing preventative measures.
* Champion continual service improvement across the Technology, Business, Product, and wider community.
The Person
* Proven experience in a similar role within a large-scale, complex organisation.
* Strong knowledge of IT service management frameworks.
* Exceptional communication skills to navigate high-pressure situations and keep stakeholders informed.
* Ability to lead cross-functional teams with a calm and decisive approach.
* Experience with JIRA (or similar tools) to manage tickets and track progress.
* Analytical mindset to define and track metrics, spot incident trends, and drive improvements.
* Passion for service improvement and a knack for identifying opportunities to enhance processes.
Nice to Have:
* ITIL V3 or V4 certification.
* Experience in agile, delivery-focused environments.
* Familiarity with tools like Power BI for building performance dashboards.
* Interest in emerging technologies like AI-driven incident detection.
This is a hybrid role - we are happy for someone to work from either our London Hub or Nuneaton Head Office!
Why Join Us?
* Be part of a purpose-driven company making a positive impact on health and wellness.
* Work in a dynamic environment with supportive colleagues and exciting challenges.
* Opportunities for professional growth and development.
Ready to make a difference? Apply now and help us keep Holland & Barrett running smoothly!
#IncidentManager #ITJobs #HollandandBarrett #JoinOurTea
Benefits
Technology Incentive Scheme - we offer different bonus schemes for all grades in Technology, starting at 10%.
Learning and Development opportunity with Holland & Barrett is a great base for career development long term.
Career progression
Pension company contribution - 3 & 5%
Your wellbeing is paramount so you can get away and take 28 or 33 Days Holiday per year.
Refer and Earn Scheme - as we're growing you can earn money by referring people to join us from your network.
Epic Extras gives you access to exclusive benefits, free advice and savings from a range of retailers and providers.
Stay healthy with Discounted Products - from day one you'll get a 25% discount (on top of other promotions) when you shop at H&B on anything that you buy.
We all need a little help sometimes, so we offer Free 24/7 Confidential Advice & Colleague Welfare.
Mental Health First Aiders - we have lots of qualified Mental Health First Aiders because its all about your health & wellbeing.
We have colleague Reward and Recognition Schemes, so your hard work and loyalty won't go unnoticed.
And many more!