At a Glance
- Tasks: Manage major incidents and drive improvements in incident processes for a leading online pharmacy.
- Company: Join the UK's largest online pharmacy with a commitment to patient care and colleague experience.
- Benefits: Enjoy competitive salary, flexible working, health perks, and career development opportunities.
- Other info: Be part of a dynamic team with regular social events and a focus on wellbeing.
- Why this job: Make a real impact in digital healthcare while working in a supportive and innovative environment.
- Qualifications: Experience in Major Incident Management and strong problem-solving skills required.
The predicted salary is between 57000 - 60000 £ per year.
Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.
Salary: Up to £60K 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
Pharmacy2U is an exceptional employer that champions innovation in digital healthcare, offering a dynamic work culture where collaboration and creativity thrive. Employees benefit from comprehensive professional development opportunities, competitive remuneration, and a commitment to clinical excellence, all while making a meaningful impact on patient care in a rapidly evolving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technology - Incident & Problem Manager in Leeds
✨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 Pharmacy2U 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 Pharmacy2U 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 Pharmacy2U!
✨Direct Apply to Pharmacy2U
Let's not forget to apply directly through the Pharmacy2U 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 Technology - Incident & Problem Manager in Leeds
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 Pharmacy2U.
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 Pharmacy2U. 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 Pharmacy2U
✨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.
