At a Glance
- Tasks: Lead incident management to ensure smooth tech services and support colleagues effectively.
- Company: Join Holland & Barrett, a leading health and wellness retailer with a rich history.
- Benefits: Enjoy private medical insurance, discounts, and a supportive work environment.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact in a fast-paced IT team focused on wellness.
- Qualifications: Experience in managing major incidents and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
At Holland & Barrett, we're on a mission to make health and wellness a way of life for everyone. As Incident Manager, you'll play a key role in keeping our technology services running smoothly and supporting our colleagues across the business when issues arise. This is an opportunity to join a fast‑paced IT Operations team where your calm approach, clear communication and problem‑solving mindset will help minimise disruption and improve service performance across our business.
Location & Working Arrangement: London or Nuneaton, United Kingdom | 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.
What you’ll be doing:
- Taking ownership of Major Incidents from identification through to resolution, ensuring services are restored as quickly and effectively as possible.
- Leading incident bridge calls, coordinating technical teams and driving actions to keep recovery activity moving at pace.
- Providing clear, timely and confident communication to stakeholders across the business during live incidents.
- Assessing business impact, setting priorities and escalating issues where appropriate to minimise disruption for colleagues and customers.
- Supporting Problem Management activity by contributing to root cause analysis, post‑incident reviews and preventative actions.
- Monitoring incident trends, service performance and SLA adherence to identify opportunities for improvement.
- Working closely with internal technology teams, suppliers and service partners to strengthen operational resilience and reduce recurring issues.
- Helping improve Incident Management processes, reporting and governance across IT Operations.
- Supporting a culture of continuous improvement by identifying smarter ways of working and improving response effectiveness.
What you’ll bring:
- Proven experience managing or coordinating Major Incidents within a fast‑paced IT or operational environment.
- Strong understanding of Incident Management principles, service operations and escalation management.
- Confidence leading discussions and coordinating multiple technical and business teams during high‑pressure situations.
- Excellent communication skills, with the ability to provide clear updates to both technical and non‑technical stakeholders.
- Strong organisational skills, with the ability to prioritise effectively and manage competing demands.
- A calm, solutions‑focused approach, with the ability to make informed decisions under pressure.
- Experience analysing incident data, identifying trends and supporting continuous service improvement initiatives.
- Strong relationship‑building skills and experience working with third‑party suppliers and support partners.
- Familiarity with ITSM platforms such as Jira Service Management, along with reporting or dashboard tools, would be beneficial.
- ITIL certification or knowledge of ITIL practices would be advantageous.
Benefits:
- Private medical insurance – single cover (after 12 months' service).
- 24/7 Virtual GP access and annual at‑home health testing kit.
- Workplace pension with employer contribution.
- Life assurance (2x salary, after 6 months' service).
- £50 colleague product allowance on Holland & Barrett products (after 6 months' service).
- 25% colleague discount, plus free delivery on online orders.
- Free Wellhub membership with discounted access to gyms, studios and wellbeing apps.
- Access to cashback and discounts from a wide range of retailers.
- Cycle to Work scheme.
- Employee Assistance Programme and Mental Health First Aiders for support when you need it.
About Holland & Barrett: For over 150 years, Holland & Barrett has been trusted to support people on their wellness journeys. Today, we’re one of Europe’s leading health and wellness retailers, combining science‑backed products with expert advice to help make wellness simple, accessible and achievable for every body.
Inclusion & accessibility statement: At Holland & Barrett, we’re committed to creating an inclusive workplace where everyone feels valued, respected and able to thrive. We welcome applications from people of all backgrounds, experiences and identities. If you need any adjustments or support during the recruitment process, please let us know and we’ll be happy to help.
Incident Manager employer: China-Britain Business Council
Holland & Barrett is an exceptional employer, offering a dynamic work environment in London or Nuneaton where your contributions as an Incident Manager will directly impact our mission to promote health and wellness. With a strong focus on employee well-being, we provide comprehensive benefits including private medical insurance, a generous colleague discount, and access to wellness resources, all while fostering a culture of continuous improvement and professional growth within our IT Operations team.
Contact Details:
China-Britain Business Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Holland & Barrett on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common incident management scenarios. Think about how you'd handle major incidents and be ready to share your thought process. We want to see that calm, solutions-focused approach in action!
✨Tip Number 3
Show off your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, you’ll be leading discussions and coordinating teams, so let your communication style shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Holland & Barrett team.
We think you need these skills to ace Incident Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with Major Incidents and IT operations. We want to see how your skills align with our mission at Holland & Barrett!
Showcase Your Communication Skills:Since clear communication is key in this role, use your application to demonstrate how you've effectively communicated during high-pressure situations. We love seeing examples of how you’ve kept stakeholders informed!
Highlight Problem-Solving Experience:We’re looking for a calm, solutions-focused approach, so share specific instances where you’ve successfully resolved incidents or improved processes. This will show us you can handle the fast-paced environment we thrive in.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our recruitment process smoothly.
How to prepare for a job interview at China-Britain Business Council
✨Know Your Incident Management Inside Out
Make sure you brush up on your knowledge of Incident Management principles and practices. Be ready to discuss your previous experiences managing major incidents, as well as how you’ve handled high-pressure situations. This will show that you’re not just familiar with the theory but have practical experience too.
✨Communicate Clearly and Confidently
During the interview, practice articulating your thoughts clearly. Since the role involves communicating with both technical and non-technical stakeholders, demonstrate your ability to simplify complex information. Use examples from your past where effective communication made a difference in incident resolution.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you’ve approached problem-solving in past roles. Highlight your calm, solutions-focused mindset and how it helped you make informed decisions under pressure. This will resonate well with the fast-paced environment at Holland & Barrett.
✨Demonstrate Continuous Improvement Mindset
Holland & Barrett values a culture of continuous improvement, so be ready to discuss how you’ve contributed to process enhancements in your previous roles. Talk about any trends you’ve identified and how you’ve implemented changes to improve service performance or reduce recurring issues.
