Role: Incident & Problem Manager
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
We believe great people deserve great support. That's why we offer a benefits package designed to look after your health, finances, career and life outside work.
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.