At a Glance
- Tasks: Lead major incidents, ensuring quick resolutions and clear communication across teams.
- Company: Join Holland & Barrett, a leader in health and wellness retail.
- Benefits: Enjoy hybrid working, competitive salary, and great health perks.
- Other info: Be part of a culture that values inclusion and continuous improvement.
- Why this job: Make a real impact in a fast-paced IT environment while supporting wellness.
- Qualifications: Experience in managing 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 in London 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 in London
✨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 need to communicate with both technical and non-technical stakeholders, so practice explaining complex ideas simply.
✨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 in London
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 Basics
Before the interview, brush up on your understanding of Incident Management principles. Be ready to discuss how you've managed major incidents in the past, focusing on your calm approach and problem-solving skills. This will show that you’re not just familiar with the theory but have practical experience too.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios where you had to lead incident bridge calls or coordinate technical teams. Think of examples from your previous roles where you successfully resolved issues under pressure. Highlight your communication skills and how you kept stakeholders informed throughout the process.
✨Showcase Your Analytical Skills
Be prepared to discuss how you analyse incident data and identify trends. Bring examples of how you've contributed to continuous service improvement initiatives. This will demonstrate your proactive mindset and ability to enhance operational resilience, which is crucial for the role.
✨Familiarise Yourself with ITSM Tools
If you have experience with ITSM platforms like Jira Service Management, make sure to mention it. If not, do a bit of research on these tools and be ready to discuss how they can aid in incident management. Showing that you’re tech-savvy will give you an edge in the interview.
