At a Glance
- Tasks: Manage major incidents and ensure smooth tech service recovery.
- Company: Join Holland & Barrett, a leader in health and wellness retail.
- Benefits: Enjoy 33 days holiday, private medical insurance, and discounts on products.
- Other info: Hybrid working with opportunities for career growth and continuous improvement.
- Why this job: Make a real impact in a fast-paced IT environment while supporting wellness.
- Qualifications: Experience in incident management 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:
- 33 days holiday, including bank holidays, plus holiday purchase scheme.
- 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 Nuneaton employer: Holland and Barrett
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 generous benefits including 33 days of holiday, private medical insurance, and a supportive culture that encourages professional growth and continuous improvement. Join us to be part of a team that values clear communication, collaboration, and a commitment to making wellness accessible for everyone.
StudySmarter Expert Advice🤫
We think this is how you could land Incident 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 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 communicate effectively under pressure. We want to see your calm, solutions-focused approach in action!
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled incidents in the past. Highlight your ability to analyse data and improve processes – that’s what we’re looking for!
✨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 our team at Holland & Barrett.
We think you need these skills to ace Incident Manager in Nuneaton
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 Holland and Barrett
✨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, and how you effectively communicated with both technical and non-technical stakeholders during those times.
✨Showcase Your Problem-Solving Skills
Prepare examples that highlight your calm, solutions-focused approach in high-pressure situations. Think about specific incidents where you successfully led a team through recovery efforts and how you prioritised tasks to minimise disruption.
✨Familiarise Yourself with ITSM Tools
If you have experience with ITSM platforms like Jira Service Management, be sure to mention it! Discuss how you've used these tools for monitoring incident trends and improving service performance, as this will show your technical savvy and readiness for the role.
✨Emphasise Communication and Relationship-Building
Highlight your excellent communication skills and your ability to build strong relationships with third-party suppliers and support partners. Prepare to discuss how you’ve effectively coordinated multiple teams during incidents and kept everyone informed throughout the process.
