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Head of Incident Management (12040) in London

Job Title: Head of Incident Management    Job Type:...   Location: Nuneaton...   Hours: 37...   Salary: £Competitive + Company...  

Job description

Job Title: Head of Incident Management 

 

Job Type: Permanent

 

Location: Nuneaton/Remote

 

Hours: 37.5hrs

 

Salary: £Competitive + Company Benefits

 

The Role

It's a really exciting time to be at Holland & Barrett. Our IT, Technology and Digital teams are transforming our business beyond all recognition. This is where we create our industry leading digital solutions to satisfy our customer needs. We are investing across all areas of our business with a vision of empowering our customers to live happier, healthier lives. Our ambition is to become the leading player in global wellness chosen by millions as their trusted partner for personalised wellness journeys.

To achieve this goal, we are embarking on a radical transformation and a number of new, exciting tech roles are available.

To be successful in this role, you must be able to:

• Lead incident management operations and service improvements across all H&B, managing the coordination and communication for all service-impacting outages to ensure they have a minimal impact on all downstream users and are resolved as quickly as possible.
• Ensure incident management services are delivered in line with defined Operating Level Agreements (OLAs) and Service Level Agreements (SLAs).
• Work closely with senior stakeholders across H&B and listen to voice of employee in order to report and improve IT support service and contribute to the company's continued success.
• Work closely with wider Ops and Services teams on the effectiveness of our reporting and service processes. Highlight and, where appropriate, lead areas of improvement.
• Actively drive root cause analysis and correct call logging/closure details within the team to reduce calls and improve customer service.
• Support and develop the incident management team, building a world class incident management capability.
• Ensure that service improvement actions and tasks are defined, prioritised and implemented
• Forge a close working relationship with the CISO in relation to InfoSec related incidents

 

 

The Person

With regards to your technical expertise, you must be able to demonstrate:

• Extensive knowledge with Incident Management for application or infrastructure services.
• Experience in leading Incident Management teams with proven people development expertise.
• Be able to demonstrate strong stakeholder management and relationship building.
• Experienced at managing budgets, working with vendors, and bringing a commercial focus to service delivery decisions.

• Professional qualifications and experience:

• A minimum of 4-6 years' experience of leading Incident Management teams.
• ITIL V4 Foundation Level accreditation
• Strong commercial and financial awareness, monitoring, co-ordination and budget ownership.
• An in-depth understanding of industry standard technologies and infrastructure such as: networking, cloud storage, middleware, databases and virtual infrastructure
• An understanding of Service Management within a digital and retail environment.

• Personal attributes and skills:

• Excellent written and verbal communication skills with the ability to effectively tailor communication of technical issues to various audiences.
• Innovative thinking and leadership with an ability to lead and motivate teams.
• Experience with contract and vendor negotiations and SLA and Service management.
• Team player. Experience of breaking down silos and creating shared visions.
• Comfortable with managing uncertainty, ambiguity, and change in order to make decisions and recommendations.
• Drive, resilience, focus and energy with high level of emotional intelligence.

 


We offer a flexible, home-based working model. We have offices in Nuneaton and London, but you will not be required to be office-based.

#LI-NP1

The Company

Holland & Barrett is one of the nation's most loved and trusted brands, known for offering quality health food, vitamins and supplements all sold by highly trained and qualified advisors.

Bucking the current trend of high street retailers, we forecast significant growth and expansion plans in the coming years, with considerable investment going into all areas of the business. We certainly embrace change and drive speed in everything we do. Every day presents a different challenge, but every day is also filled with fun, teamwork and passion to succeed and surpass every expectation.

Join us and see how far you can go…


 

Extra information

Status
Closed
Location
London
Type of Contract
Graduate Jobs
Profession type
Retail
Full UK/EU driving license preferred
No
Car Preferred
No
Must be eligible to work in the EU
No
Cover Letter Required
No

London | Retail Jobs | Graduate Jobs