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Technology Resourcing Partner at Holland & Barrett
About IT Operations at Holland & Barrett
* The IT Operations function provides the foundation of IT services to Holland and Barrett customers by ensuring products are delivered to customers on time, and customers can access new services.
* Key services have been enhanced by providing resilient infrastructure in the cloud, improving availability to reduce impact to trade.
* The IT Operations team are investing heavily in building internal capabilities from a new Service Desk and Proactive Monitoring teams to expanding its Delivery capabilities in delivering million pounds infrastructure and Back Office projects.
* Tech teams are undergoing a diverse range of technical training programme aimed at providing colleagues opportunity to develop their technical and leadership skills and support their career aspirations.
The Role
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!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Wellness and Fitness Services and IT Services and IT Consulting
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