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Incident & Problem Manager
Pharmacy2U LtdIncident & Problem Manager ensuring operational excellence for the UK's largest online pharmacy. Managing incidents with a focus on continuous improvement and accountability for SLA adherence.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Major Incident Management and incident and problem management, with a strong focus on SLAs, operational governance, and continuous improvement. Proficient in root cause analysis and trend analysis, with hands-on experience in Jira Service Management and knowledge of ITIL frameworks.
Highest-signal resume keywords
Major Incident Management (MIM)Incident And Problem ManagementService Level Agreement (SLA) ManagementRoot Cause Analysis (RCA)Jira Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementOperational GovernanceRoot Cause AnalysisTrend AnalysisService Desk OperationsService Transition ProcessesChange ManagementITIL FrameworksMajor Incident Management Frameworks
Soft Skills
TrainingCoachingMentoringCollaborationCommunication
Tools & Technologies
Jira Service Management
Certifications & Qualifications
ITIL Foundation
Industry Keywords
Service DeskService OperationsSLAIncident ProcessesProblem ProcessesOperational EnvironmentsData ReportingLegal StandardsEthical StandardsProfessional Standards
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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)
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- 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
- Strong commitment to CPD, training and professional development
- 25 days’ annual leave, increasing with service
- Buy and sell holiday scheme
- 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
- Regular social events throughout the year