IT Incident And Problem Manager

TL;DR

IT Incident and Problem Manager (IT Operations): Leading the end-to-end major incident and problem management function to minimize service disruption and improve operational resilience. Focus on driving rapid service restoration, conducting root cause analysis, and maturing ITIL-based processes within a fast-paced retail technology environment.

Location: Must be based in the UK (London or Nuneaton). Hybrid role with a minimum of 2 days per week in the office.

Company

hirify.global is Europe's leading health and wellness retailer with over 150 years of history, dedicated to supporting customers on their wellness journeys.

What you will do

• Lead the end-to-end Major Incident and Problem Management function across IT Operations.
• Chair major incident calls, coordinate resolver teams, and manage escalations to drive rapid service restoration.
• Act as the primary liaison between IT and business stakeholders during high-severity incidents.
• Own root cause analysis, preventative actions, and permanent fixes to reduce repeat incidents.
• Review and improve incident and problem management processes in line with ITIL best practices.
• Monitor performance metrics and produce governance reporting for executive stakeholders.

Requirements

• Must be based in the UK and able to work from London or Nuneaton offices.
• Strong experience leading IT Incident and Problem Management in a complex environment.
• Demonstrable experience operating within an ITIL service management framework.
• Proven ability to lead high-pressure incident recovery and coordinate cross-functional teams.
• Excellent stakeholder communication and relationship management skills.
• Broad technical understanding across infrastructure and application environments.

Nice to have

• ITIL v3 or v4 accreditation.

Culture & Benefits

• 33 days holiday including bank holidays with a holiday purchase scheme.
• Private medical insurance and 24/7 Virtual GP access.
• Annual bonus up to 20% based on performance.
• Colleague product allowance and 25% discount in-store and online.
• Wellhub membership for gym and wellness app access.
• Workplace pension with 5% employer contribution.