<div class="earcuposdescription"><div class="earcuposdescriptionnote"><p><strong>Intro</strong></p><p>At Holland &amp; Barrett, we're on a mission to make health and wellness a way of life for everyone. As Incident Manager, you'll play a key role in keeping our technology services running smoothly and supporting our colleagues across the business when issues arise.</p><p>This is an opportunity to join a fast-paced IT Operations team where your calm approach, clear communication and problem-solving mindset will help minimise disruption and improve service performance across our business.</p><p>For more detailed information about the role, responsibilities and requirements, please refer to the attached Job Description.</p><p><strong>Location &amp; Working Arrangement</strong></p><p>London or Nuneaton, United Kingdom | Full-time</p><p>We offer hybrid working, with an expectation that you'll be present at one of our Holland &amp; Barrett offices in London or Nuneaton for a minimum of 2 days per week.&nbsp;</p><p><strong>What you'll be doing</strong></p><ul><li data-section-id="qjes4p" data-start="26" data-end="178">Taking ownership of Major Incidents from identification through to resolution, ensuring services are restored as quickly and effectively as possible</li><li data-section-id="1p41wf1" data-start="179" data-end="303">Leading incident bridge calls, coordinating technical teams and driving actions to keep recovery activity moving at pace</li><li data-section-id="13fgw7y" data-start="304" data-end="417">Providing clear, timely and confident communication to stakeholders across the business during live incidents</li><li data-section-id="1kt0wgk" data-start="418" data-end="559">Assessing business impact, setting priorities and escalating issues where appropriate to minimise disruption for colleagues and customers</li><li data-section-id="6ngkrs" data-start="560" data-end="689">Supporting Problem Management activity by contributing to root cause analysis, post-incident reviews and preventative actions</li><li data-section-id="1ik6nio" data-start="690" data-end="801">Monitoring incident trends, service performance and SLA adherence to identify opportunities for improvement</li><li data-section-id="7pwxsf" data-start="802" data-end="949">Working closely with internal technology teams, suppliers and service partners to strengthen operational resilience and reduce recurring issues</li><li data-section-id="ylqfzs" data-start="950" data-end="1046">Helping improve Incident Management processes, reporting and governance across IT Operations</li><li data-section-id="1mnzkoi" data-start="1047" data-end="1173">Supporting a culture of continuous improvement by identifying smarter ways of working and improving response effectiveness</li></ul><p><strong>What you'll bring</strong></p><ul><li data-section-id="1d1vgdt" data-start="1198" data-end="1310">Proven experience managing or coordinating Major Incidents within a fast-paced IT or operational environment</li><li data-section-id="1cy5trw" data-start="1311" data-end="1415">Strong understanding of Incident Management principles, service operations and escalation management</li><li data-section-id="1c7zin" data-start="1416" data-end="1537">Confidence leading discussions and coordinating multiple technical and business teams during high-pressure situations</li><li data-section-id="1gdo4i0" data-start="1538" data-end="1664">Excellent communication skills, with the ability to provide clear updates to both technical and non-technical stakeholders</li><li data-section-id="vlal6i" data-start="1665" data-end="1770">Strong organisational skills, with the ability to prioritise effectively and manage competing demands</li><li data-section-id="s8f5ns" data-start="1771" data-end="1869">A calm, solutions-focused approach, with the ability to make informed decisions under pressure</li><li data-section-id="kw7e9l" data-start="1870" data-end="1986">Experience analysing incident data, identifying trends and supporting continuous service improvement initiatives</li><li data-section-id="1xme2xa" data-start="1987" data-end="2097">Strong relationship-building skills and experience working with third-party suppliers and support partners</li><li data-section-id="1jaemh2" data-start="2098" data-end="2227">Familiarity with ITSM platforms such as Jira Service Management, along with reporting or dashboard tools, would be beneficial</li><li data-section-id="9spcu" data-start="2228" data-end="2301" data-is-last-node="">ITIL certification or knowledge of ITIL practices would be advantageous</li></ul><p><strong>Benefits</strong></p><ul><li>33 days holiday, including bank holidays, plus holiday purchase scheme</li><li>Private medical insurance – single cover (after 12 months' service)</li><li>24/7 Virtual GP access and annual at-home health testing kit</li><li>Workplace pension with employer contribution</li><li>Life assurance (2x salary, after 6 months' service)</li><li>£50 colleague product allowance on Holland &amp; Barrett products (after 6 months' service)</li><li>25% colleague discount, plus free delivery on online orders</li><li>Free Wellhub membership with discounted access to gyms, studios and wellbeing apps</li><li>Access to cashback and discounts from a wide range of retailers</li><li>Cycle to Work scheme</li></ul><ul><li>Employee Assistance Programme and Mental Health First Aiders for support when you need it</li></ul><p><strong>About Holland &amp; Barrett</strong></p><p>For over 150 years, Holland &amp; Barrett has been trusted to support people on their wellness journeys. Today, we're one of Europe's leading health and wellness retailers, combining science-backed products with expert advice to help make wellness simple, accessible and achievable for every body.</p><p><strong>Inclusion &amp; accessibility statement</strong></p><p>At Holland &amp; Barrett, we're committed to creating an inclusive workplace where everyone feels valued, respected and able to thrive. We welcome applications from people of all backgrounds, experiences and identities.</p><p>If you need any adjustments or support during the recruitment process, please let us know and we'll be happy to help.</p><p>Based on the role details provided in the JD and aligned to H&amp;B recruitment, tone of voice and inclusive language guidelines</p><p>&nbsp;</p><p>#LI-Hybrid<br>#LI-CM1</p></div></div>