At a Glance
- Tasks: Lead IT Incident and Problem Management to enhance service resilience and minimise disruptions.
- Company: Join Holland & Barrett, Europe's top health and wellness retailer with a supportive culture.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a generous employee discount.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real impact in a fast-paced tech environment while leading a high-performing team.
- Qualifications: Strong IT Incident Management experience and excellent communication skills required.
The predicted salary is between 60000 - 75000 € per year.
At Holland & Barrett, we're transforming how technology supports our colleagues, customers and operations across Europe's leading health and wellness retailer. We're looking for an IT Incident & Problem Manager to lead a critical function at the heart of our IT Operations team. You'll play a key role in reducing service disruption, improving operational resilience and helping teams respond quickly and effectively when incidents happen. This is an opportunity to lead a high-performing team, influence service improvements across the organisation and shape how we manage major incidents in a fast-paced, evolving technology environment.
Location & working arrangement: London or Nuneaton, UK | 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:
- Leading the end-to-end Major Incident and Problem Management function across IT Operations
- Driving rapid service restoration and minimising business impact during high-severity incidents
- Chairing major incident calls, coordinating resolver teams and managing escalations
- Acting as the key liaison between IT and business stakeholders during incidents, providing clear and timely communication
- Owning root cause analysis, preventative actions and permanent fixes to reduce repeat incidents
- Reviewing and improving incident and problem management processes in line with ITIL best practice
- Producing Major Incident Reviews and governance reporting for operational and executive stakeholders
- Monitoring trends, analysing performance metrics and driving service improvement initiatives
- Managing supplier and vendor engagement during incidents and recovery activities
- Supporting operational resilience through out-of-hours standby and on-call support on a rota basis
What you'll bring:
- Strong experience leading IT Incident and Problem Management within a complex IT environment
- Demonstrable experience operating within an ITIL service management framework
- Experience leading high-pressure incident recovery and coordinating cross-functional teams
- A strong understanding of root cause analysis, service improvement and operational governance
- Excellent stakeholder communication and relationship management skills
- Confidence presenting reports, trends and recommendations to senior stakeholders
- Broad technical understanding across infrastructure and application environments
- Experience driving process consistency, operational maturity and continuous improvement
- Personal resilience and the ability to lead calmly and effectively in fast-paced situations
- ITIL v3 or v4 accreditation is desirable
What we offer:
- 33 days holiday, including bank holidays
- Private medical insurance – single cover
- 24/7 Virtual GP access
- Annual free at-home health testing kit (after 6 months' service)
- Workplace pension with 5% employer contribution
- Life assurance (2x salary, after 6 months' service)
- Annual Bonus (subject to company and individual performance) up to 20%
- £50 colleague product allowance on Holland & Barrett products (after 6 months' service)
- 25% colleague discount, available in store and online, with free delivery on online orders
- Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
- Cycle to Work scheme
- Access to cashback and discounts from a wide range of retailers
- Access to our Employee Assistance Programme and Mental Health First Aiders whenever you need support
About Holland & Barrett: For over 150 years, Holland & Barrett has supported people on their wellness journeys through trusted products, expert advice and personalised support. Today, we're Europe's leading health and wellness retailer, helping millions of customers make healthier choices every day. We're building a business where every body feels supported, empowered and able to thrive.
Inclusion & accessibility statement: At Holland & Barrett, we value diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds, experiences and perspectives. If you need any adjustments or support during the recruitment process, please let us know — we'll be happy to help.
IT Incident and Problem Manager in Nuneaton employer: China-Britain Business Council
Holland & Barrett is an exceptional employer, offering a dynamic work environment where innovation meets wellness. With a strong commitment to employee growth, we provide extensive benefits including private medical insurance, generous holiday allowances, and a supportive culture that values diversity and inclusion. Our hybrid working model allows for flexibility while being part of a high-performing team dedicated to improving IT operations in a fast-paced setting.
Contact Detail:
China-Britain Business Council Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Incident and Problem Manager in Nuneaton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Holland & Barrett on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle high-pressure incidents and lead teams. We want to hear your stories, so practice articulating your experiences clearly.
✨Tip Number 3
Show off your ITIL knowledge! Brush up on best practices and be ready to discuss how you’ve applied them in past roles. This will demonstrate your expertise and commitment to service improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace IT Incident and Problem Manager in Nuneaton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of IT Incident and Problem Manager. Highlight your experience with ITIL frameworks and any relevant incident management roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our mission at Holland & Barrett. Be sure to mention specific experiences that demonstrate your ability to lead in high-pressure situations.
Showcase Your Communication Skills:As a key liaison between IT and business stakeholders, strong communication is essential. In your application, give examples of how you've effectively communicated during incidents or led teams through challenges. We love seeing clear, concise communication!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you'll be able to keep track of your application status. Plus, we love seeing candidates who take the initiative to connect with us directly!
How to prepare for a job interview at China-Britain Business Council
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL best practices, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially in incident and problem management.
✨Prepare for High-Pressure Scenarios
Expect questions about how you handle high-severity incidents. Think of specific examples where you led a team through a crisis, focusing on your decision-making process and communication skills during those moments.
✨Showcase Your Stakeholder Management Skills
This role requires excellent communication with various stakeholders. Prepare to share experiences where you successfully liaised between technical teams and business units, highlighting how you ensured clear and timely updates.
✨Demonstrate Continuous Improvement Mindset
Be ready to discuss how you've driven service improvements in previous positions. Share examples of root cause analyses you've conducted and the preventative measures you implemented to reduce repeat incidents.
