At a Glance
- Tasks: Manage major incidents and drive service improvements for a leading online pharmacy.
- Company: Join the UK's largest online pharmacy with a commitment to patient care.
- Benefits: Enjoy competitive pay, flexible working, and extensive health benefits.
- Other info: Be part of a supportive culture with regular social events and career growth opportunities.
- Why this job: Make a real impact in digital healthcare while developing your career.
- Qualifications: Experience in incident management and strong analytical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.
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.
Major Incident & Problem Manager: Drive Service Resilience in Leeds employer: Pharmacy2U Ltd
Join a leading online pharmacy based in Thorpe Park, Leeds, where we prioritise colleague experience and foster a culture of continuous improvement. With a strong commitment to employee growth, we offer extensive benefits including flexible working hours, professional development opportunities, and a supportive work environment that values health and wellbeing. As a certified B Corp, we not only strive for operational excellence but also uphold high standards of social and environmental responsibility, making this an exceptional place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Major Incident & Problem Manager: Drive Service Resilience in Leeds
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, 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 interviews by practising common questions and scenarios related to incident management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Showcase your expertise! Bring examples of how you've handled major incidents in the past, including any root cause analysis you've conducted. This will demonstrate your capability and readiness for the role.
✨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.
We think you need these skills to ace Major Incident & Problem Manager: Drive Service Resilience in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Major Incident & Problem Manager. Highlight your experience in incident management and any relevant skills that align with our needs. We want to see how you can drive service resilience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your understanding of SLAs and problem management processes.
Showcase Your Achievements:When detailing your experience, focus on specific achievements in previous roles. Did you improve incident response times or enhance service reliability? We love numbers and results, so make sure to include them!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Pharmacy2U Ltd
✨Know Your Stuff
Make sure you brush up on your Major Incident Management (MIM) knowledge. Familiarise yourself with the ITIL frameworks and be ready to discuss how you've applied root cause analysis in past roles. This will show that you’re not just a theory person but someone who can put knowledge into practice.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've handled major incidents in the past. Think about times when you turned a challenging situation into a learning opportunity. This will demonstrate your ability to drive service resilience and improve processes, which is key for this role.
✨Understand the Company Culture
Research the company’s values and culture, especially their commitment to social and environmental responsibility. Be ready to discuss how you align with these values and how you can contribute to a positive workplace environment. This shows you’re not just looking for a job, but a place where you can grow and make an impact.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team dynamics. Inquire about the current challenges they face in incident management or how they measure success in this position. This not only shows your interest but also helps you gauge if the company is the right fit for you.
