At a Glance
- Tasks: Manage incidents and problems to ensure top-notch service for our patients.
- Company: Join the UK's largest online pharmacy with a commitment to excellence.
- Benefits: Enjoy competitive pay, flexible working, and extensive health benefits.
- Other info: Be part of a supportive culture with regular social events and career development opportunities.
- Why this job: Make a real impact in digital healthcare while growing your career.
- Qualifications: Experience in incident management and a passion for problem-solving.
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.
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 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 Technology - Incident & Problem Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to people 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 experience aligns with their needs. Practise common interview questions and have your own questions ready to show your interest.
✨Tip Number 3
Showcase your skills! If you’ve got relevant projects or experiences, don’t hesitate to share them during interviews. Bring examples of how you've tackled incidents or improved processes in the past.
✨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 Technology - Incident & Problem Manager in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Major Incident Management and problem-solving. We want to see how your skills align with our needs, so don’t hold back on showcasing your expertise!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to manage SLAs and improve processes. Use metrics where possible to show the impact of your work – numbers speak volumes!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points stand out. This will help us quickly see why you’d be a great fit for the role.
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’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Pharmacy2U Ltd
✨Know Your Incident Management Inside Out
Make sure you brush up on your Major Incident Management (MIM) knowledge. Be ready to discuss your experience with SLAs, root cause analysis, and how you've improved incident processes in the past. This role is all about operational excellence, so showing that you understand the ins and outs of incident management will definitely impress.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex problems in previous roles. Think about specific incidents where you turned a challenge into an opportunity for improvement. Highlighting your analytical skills and ability to implement effective solutions will demonstrate your fit for this position.
✨Familiarise Yourself with ITIL Frameworks
Since knowledge of ITIL frameworks is desirable, it’s a good idea to familiarise yourself with the key concepts. Be prepared to discuss how you've applied these principles in your work. If you have any certifications, make sure to mention them as they can give you an edge over other candidates.
✨Emphasise Team Collaboration
This role requires working cross-functionally, so be ready to talk about your experience collaborating with different teams. Share examples of how you've fostered a positive and engaging workplace environment, and how you’ve trained or mentored others in incident and problem management.
