At a Glance
- Tasks: Lead IT Incident Management to minimise disruptions and improve service resilience.
- Company: Join Holland & Barrett, Europe's top health and wellness retailer.
- Benefits: Enjoy 33 days holiday, private medical insurance, and a generous employee discount.
- Other info: Hybrid working with excellent career growth opportunities in a diverse workplace.
- Why this job: Make a real impact in a fast-paced tech environment while supporting wellness journeys.
- Qualifications: Experience in IT Incident Management and strong communication skills required.
The predicted salary is between 45000 - 55000 £ 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.
- 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
- Key Requirements
- 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
Benefits
What we offer
- 33 days holiday, including bank holidays
- Holiday purchase scheme
- 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
- 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.
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IT Incident and Problem Manager in Nuneaton employer: Holland & Barrett
Holland & Barrett in Oxford is an exceptional employer that prioritises the well-being of its employees while fostering a vibrant and supportive work culture. With generous benefits such as up to 28 days of annual leave and product discounts, the company encourages personal and professional growth, making it an ideal place for those passionate about health and wellness to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land IT Incident and Problem Manager 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 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.
