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IT Incident

2 months ago

London, United Kingdom Holland & Barrett International Limited Full time

IT Incident & Problem Manager

Holland & Barrett is the UK's leading wellness retailer and the largest in Europe. Our purpose is to make health and wellness a way of life for everyone, adding quality years to life. We do this through offering holistic wellness solutions (products, advice and services) that promote preventative health.With over 150 years of experience in the industry, we are an internationally trusted brand, and our ambition is to become the world's most trusted wellness partner, chosen by over 100 million people globally.

Please note this is a Hybrid role. On-site office requirements, twice a month in the Nuneaton, Burton or London office.

About the role:

The IT Incident & Problem Manager is responsible for the design, delivery, and management of a Major Incident and Problem Management function. This role involves owning the end-to-end incident and problem resolution processes, working collaboratively across multiple departments to identify root causes, record and resolve problems, and reduce incidents through trend analysis and service improvement plans. The role also includes managing team, taking a leadership role in the service recovery process to ensure efficient and effective resolution of major incidents.

Your Responsibilities:

  • Ensure the successful and timely restoration of all Major Incidents, chair conference calls, leading resolver groups and coordinating activities and serving as a point of escalation, as well as keeping the business updated and act as a liaison between IT and business stakeholders during incidents, providing clear communication and updates on status and resolution efforts.
  • Be accountable for satisfaction according to SLAs and internal KPIs, implementing corrective actions as required.
  • Minimise and mitigate business-impacting incidents through controlled problem identification and responsive service improvement plans.
  • Review and update documentation for current processes to align with ITIL best practices.
  • Produce and maintain Major Incident Reviews for a variety of internal customers, including senior and executive management.
  • Register or address risks or issues from reviews.
  • Provide strategic direction and guidance for incident and problem management processes and procedures.
  • Perform necessary activities to ensure root cause, preventative actions, and permanent fixes are identified and implemented.
  • Analyse trends and performance metrics to identify areas for improvement and present them in weekly, monthly operational governance forums.
  • Ensure appropriate internal and vendor/supplier escalation occurs.
  • Perform Incident Management (P3/P4) management activities as required.
  • Provide ‘Out of Hours' Standby and On-Call Support on a Rota basis.

Skills and Experience:

  • Demonstrable experience developing and leading ITIL Incident & Problem Management.
  • Driving process conformity.
  • Acting as an IT Incident and Problem authority for an organisation
  • Service Management experience within an ITIL framework.
  • Broad exposure to IT infrastructure/application landscape.
  • Experience in Retail institution technology operations is desirable.
  • Ability to produce high-quality reports and presentations.
  • Practical experience within Problem Management.
  • Knowledge of Risk Management.
  • ITILv3 or v4 Accreditation is desirable but not essential.
  • Personal resilience and ability to operate and lead a team in a high-intensity environment.

Our benefits

  • We work in an agile environment where you can thrive.
  • We offer a 10% incentive scheme, based on company performance – when we win, so do you
  • Learn from the best – at H&B you'll have the opportunity to enhance and expand your skills and shape your career
  • We want you to produce your best, so we provide you with the best tech equipment
  • Stay healthy with a 25% discount on all product ranges to help you live well
  • We like to recognise and celebrate our people with our Colleague Recognition Scheme, so your hard work won't go unnoticed

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B.