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IT Incident Manager

Holland and Barrett
Warwickshire
3 days ago
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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!



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