At a Glance
- Tasks: Lead IT Incident and Problem Management to minimise service disruption and improve operational resilience.
- Company: Join Holland & Barrett, Europe's leading health and wellness retailer.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with excellent career advancement opportunities.
- Why this job: Make a real impact in a fast-paced tech environment while leading a high-performing team.
- Qualifications: Strong experience in IT Incident Management and ITIL framework required.
The predicted salary is between 60000 - 75000 £ per year.
About the role
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.
Responsibilities
- 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
Key requirements
- 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
IT Incident and Problem Manager (40442) in Nuneaton employer: Holland & Barrett
At Holland & Barrett, we pride ourselves on being a forward-thinking employer that values innovation and collaboration within our IT Operations team. Our hybrid working model allows for flexibility while fostering a supportive work culture that encourages professional growth and development. Join us in London or Nuneaton to be part of a dynamic environment where your contributions directly impact the health and wellness of our customers across Europe.
StudySmarter Expert Advice🤫
We think this is how you could land IT Incident and Problem Manager (40442) in Nuneaton
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Holland & Barrett values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Holland & Barrett might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Holland & Barrett!
✨Direct Apply to Holland & Barrett
Let's not forget to apply directly through the Holland & Barrett website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Incident and Problem Manager (40442) in Nuneaton
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Holland & Barrett.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Holland & Barrett. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Holland & Barrett
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
