At a Glance
- Tasks: Manage incidents and problems to ensure swift resolutions and operational excellence.
- Company: Join the UK's largest online pharmacy, committed to patient care and employee wellbeing.
- Benefits: Enjoy competitive pay, flexible hours, health perks, and professional development opportunities.
- Other info: Be part of a vibrant team with regular social events and a focus on growth.
- Why this job: Make a real impact in digital healthcare while working in a supportive environment.
- Qualifications: Experience in incident management and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ 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.
Technology - Incident & Problem Manager in Leeds employer: Pharmacy2U | Certified B Corp
Join a leading online pharmacy that prioritises colleague experience and social responsibility, offering a supportive work culture with flexible hours and a comprehensive benefits package. With a strong commitment to professional development and a focus on employee wellbeing, this role as an Incident & Problem Manager provides the opportunity to make a meaningful impact in a dynamic environment dedicated to patient care.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technology - Incident & Problem Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and be ready to discuss how your skills align with their needs. Practise common interview questions and have your own questions ready to show your interest.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. It shows you're genuinely interested and appreciate the opportunity to chat.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it makes it easier for us to keep track of your application.
We think you need these skills to ace Technology - Incident & Problem Manager in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 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:Since this role focuses on incident and problem management, be sure to include examples of how you've successfully resolved issues in the past. We love seeing candidates who can turn challenges into opportunities for improvement!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fantastic team!
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 (MIM) knowledge and be ready to discuss your experience with incident and problem management. Familiarise yourself with ITIL frameworks and be prepared to share specific examples of how you've managed SLAs and operational governance in the past.
✨Showcase Your Problem-Solving Skills
Be ready to demonstrate your capability in root cause analysis (RCA) and trend analysis. Think of a few scenarios where you turned incidents into insights, and explain how you implemented improvements based on your findings. This will show that you’re not just reactive but also proactive in your approach.
✨Communicate Clearly
Since this role involves working cross-functionally, practice articulating your thoughts clearly and concisely. Prepare to discuss how you would communicate incident statuses to various teams, ensuring everyone is on the same page. Good communication can set you apart from other candidates.
✨Emphasise Team Collaboration
Highlight your experience in training, coaching, and mentoring others in incident management. Be ready to talk about how you foster a positive and collaborative workplace environment. This aligns perfectly with the company’s values and shows that you’re a team player who can contribute to their culture.
