Incident Manager

TL;DR

Incident Manager (IT Operations): Own major incidents end-to-end, leading incident bridge calls and coordinating technical teams to restore services quickly. Focus on high-pressure incident communication, prioritisation based on business impact, and driving continuous improvement through root cause analysis and preventative actions.

Location: London or Nuneaton, United Kingdom (hybrid). Expect to be present at a Holland & Barrett office in London or Nuneaton for at least 2 days per week.

Company

Holland&Barrett is a health and wellness retailer with a technology function supporting IT operations.

What you will do

• Take ownership of major incidents from identification to resolution, restoring services quickly and effectively.
• Lead incident bridge calls, coordinate technical teams, and drive recovery actions at pace.
• Provide clear, timely updates to stakeholders across the business during live incidents.
• Assess business impact, set priorities, and escalate issues to minimise disruption for colleagues and customers.
• Support Problem Management with root cause analysis, post-incident reviews, and preventative actions.
• Monitor incident trends, service performance, and SLA adherence; improve incident management processes and governance.

Requirements

• Proven experience managing or coordinating major incidents in a fast-paced IT or operational environment.
• Strong understanding of incident management principles, service operations, and escalation management.
• Ability to lead discussions and coordinate multiple technical and business teams under pressure.
• Excellent communication skills for both technical and non-technical stakeholders.
• Strong organisational skills to prioritise effectively and manage competing demands.
• Experience analysing incident data to identify trends and support continuous service improvement.

Nice to have

• ITSM platform experience, e.g., Jira Service Management, plus reporting/dashboard tools.
• ITIL certification or knowledge of ITIL practices.
• Experience working with third-party suppliers and support partners.

Culture & Benefits

• Hybrid working with a minimum of 2 office days per week in London or Nuneaton.
• 33 days holiday (including bank holidays) with a holiday purchase scheme.
• Private medical insurance after 12 months’ service; 24/7 Virtual GP access and annual at-home health testing kit.
• Workplace pension with employer contribution; life assurance (2x salary after 6 months’ service).
• Employee assistance programme and Mental Health First Aiders.
• Colleague product allowance, 25% colleague discount with free delivery on online orders, Wellhub membership, and Cycle to Work scheme.

Hiring process

• Refer to the attached Job Description for detailed role responsibilities and requirements.
• Recruitment process aligned to Holland&Barrett recruitment and inclusive language guidelines.