At a Glance
- Tasks: Manage major incidents and drive continuous improvement in incident processes.
- Company: Join the UK's largest online pharmacy with a commitment to excellence.
- Benefits: Competitive salary, flexible working, private healthcare, and generous leave.
- Other info: Collaborative environment with opportunities for professional growth and social events.
- Why this job: Make a real impact in digital healthcare while enjoying a supportive work culture.
- Qualifications: Experience in Major Incident Management and strong problem-solving skills.
The predicted salary is between 50000 - 60000 £ per year.
Salary: £ DOE plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!
Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all. Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out-of-hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.
The Problem & Incident Manager sits at the heart of operational excellence, owning the end‑to‑end management of major incidents and ensuring fast, effective resolution when it matters most. The role drives accountability for SLA adherence while turning incidents into insight through thorough root cause analysis and problem management. With a strong focus on continuous improvement, this role champions best practice across incident and problem lifecycles, enhancing processes, improving response, and increasing the reliability and resilience of services across the organisation.
Why you'll love working with us
- Financial security & rewards
- Competitive contributory pension
- Occupational sick pay
- Long‑service awards and refer‑a‑friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Family‑friendly
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- Health & wellbeing
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in‑house mental health support
- Access to discounted gym memberships via Blue Light Card and benefits schemes
- Regular health and wellbeing initiatives
- Career growth
- Strong commitment to CPD, training and professional development
- Time off & flexibility
- 25 days' annual leave, increasing with service
- Buy and sell holiday scheme
- Everyday perks & exclusive discounts
- Blue Light Card and employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
- Culture & community
- Regular social events throughout the year
What you’ll be doing?
- Partner with the Service Operations Manager to establish and maintain SLAs across the Service Desk
- Continuously identify and implement improvements to problem and incident processes, supported by data and reporting
- Own service incidents and incident processes, working closely with Service Operations and Service Desk teams
- Support the IT Service team through training, coaching, and mentoring in problem and incident management
- Monitor Service Desk activity to ensure incidents are actively managed and communicated to a high standard
- Ensure all P1 and P2 incidents are managed effectively and resolved within SLA
- Collaborate with the Service Transition team to ensure new services and projects are onboarded with clear incident management processes
- Adhere to all legal, ethical, professional, and company standards
- Work cross‑functionally with teams including customer service, purchasing, operations, and pharmacists
- Contribute to a positive, collaborative, and engaging workplace environment
Who are we looking for?
- Proven experience in Major Incident Management (MIM)
- Strong expertise in incident and problem management
- Experience managing SLAs and operational governance
- Capability in root cause analysis (RCA) and trend analysis
- Hands‑on experience with Jira Service Management
- Knowledge of ITIL frameworks and service management best practices (ITIL Foundation desirable)
- Experience working in fast‑paced operational environments
- Service Desk operational experience
- Understanding of service transition and change management processes
- Experience building or improving Major Incident Management frameworks
What happens next?
Please click apply and if we think you are a good match, we will be in touch to arrange an interview. Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check. Unsolicited agency applications will be treated as a gift.
Senior Incident & Problem Manager – Flexible Hybrid in Leeds employer: Pharmacy2U | Certified B Corp
Join a leading online pharmacy that prioritises colleague experience and patient care, offering a flexible hybrid working environment that supports work-life balance. With a strong commitment to professional development, competitive benefits, and a vibrant workplace culture, we ensure our employees thrive while making a meaningful impact in the healthcare sector. As a certified B Corp, we uphold high standards of social and environmental responsibility, making this an excellent place for those seeking rewarding employment.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Incident & Problem Manager – Flexible Hybrid in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Senior Incident & Problem Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for incident and problem management roles, and practice your answers. We want you to showcase your expertise in SLAs and root cause analysis with confidence.
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
✨Tip Number 4
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 the forefront of digital healthcare.
We think you need these skills to ace Senior Incident & Problem Manager – Flexible Hybrid in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Incident & Problem Manager role. Highlight your experience in Major Incident Management and any relevant skills that match the job description. We want to see how you can bring value to our team!
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 your background aligns with our mission at StudySmarter. Keep it engaging and personal, so we get a sense of who you are.
Showcase Your Problem-Solving Skills:In your application, don’t forget to showcase your problem-solving skills. Share specific examples of how you've managed incidents or improved processes in the past. We love seeing candidates who can turn challenges into opportunities!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Know Your Stuff
Make sure you brush up on your Major Incident Management and problem management expertise. Be ready to discuss specific examples from your past experiences where you've successfully managed incidents or improved processes. This will show that you not only understand the theory but can apply it in real-world situations.
✨Understand the Company Culture
Familiarise yourself with the company's values and culture, especially their commitment to patient-centric care and continuous improvement. During the interview, highlight how your personal values align with theirs, and be prepared to discuss how you can contribute to a positive and collaborative workplace environment.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle high-pressure situations. Think of a few challenging incidents you've managed and be ready to walk the interviewer through your thought process, actions taken, and the outcomes achieved.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the current challenges the team faces in incident management or how they measure success in this role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
