Incident & Problem Manager

We started out as one brand with only three team members in 2006, today we are now made up of 13 amazing brands and counting, we have offices all over the world and we've grown to a 6,000+ strong team we call our boohoo family - and we don’t plan on stopping yet. We have big ambitions, huge potential and a clear strategy to continually evolve and grow the business. It’s a seriously exciting time to join us and influence the next chapter of our success.

In Tech, we’re proud to support every brand and every function. We’re a digital-first company that is totally cloud-native. We embrace change and future-proof the business, delivering critical customer-facing and internal stakeholder facing systems. Everything from colleague tech to front-end websites and apps, buying and merchandising tooling and all that’s in-between, we take care of it. Our ideas support and drive the Group’s agenda.

The role:

As part of an evolving Service function for boohoo, you will be responsible for the Incident & Problem function within the Boohoo Technology Team and Problem management across the IT Enterprise.

This is an excellent opportunity for an experienced Incident & Problem Manager with a passion for ensuring service restoration is achieved quickly and professionally, with strong stakeholder communication. The ideal candidate will have a parallel passion for Service improvement utilising Industry standard problem management processes and techniques and will relish the opportunity to further their career working as part of an industry leading organisation.

  • Facilitate Service Recovery
  • Facilitate Business Engagement
  • Facilitate Management Escalation
  • Issue Major Incident Summary
  • Issue Problem Management Summary
  • Maintain oversight of in-flight incidents
  • Major Incident and Problem Management process development

What we are looking for:

You will be responsible for the overall management, ownership and leadership of Incidents & Problems. You will be required to provide clear direction to resolution with timely communications throughout.

In addition, you will have responsibility for problem management across the IT enterprise, contributing to reducing repeat issues and ensuring service improvement activities through problem management are highlighted, therefore the below attributes will be essential:


  • Leveraging technology to issue communications and providing key stakeholder management.
  • Leading, driving and chairing all investigation activities, meetings and conference calls.
  • Forming collaborative actions plans via technical teams with specific actions, roles and deadlines, and ensuring these are completed safely within SLA.
  • Matrix management of people, processes and resources including third parties – including resolving conflict to move forwards to resolution.
  • Being accountable for resolving the outage via workaround or permanent fix.
  • Performing timely functional hierarchical escalation.
  • Ensuring all administration and reports are maintained and up-to date, including contacts information, technical diagrams, post major incident
  • Supporting and nurturing process improvements and knowledge base improvements.
  • Continually maintain and developing tools and resources to manage major incidents effectively.
  • Providing periodic major incident metrics reports
  • Extensive Problem Management experience and wide knowledge of problem management techniques
  • Extensive experience of ITIL Certified Service Management Tools.
  • A personable style and approach, not afraid to collaborate within immediate and wider team


  • Strong Service Management experience within a large scale digital business.
  • 3rd Party Management applicable to Incident and Problem Management
  • Strong communication skills across all business levels and sectors
  • Extensive Problem Management experience and wide knowledge of problem management techniques
  • Extensive experience of ITIL Certified Service Management Tools.
  • Excellent communication and presentation skills
  • Strong customer centricity with an ability to communicate at all levels
  • ITIL V3/V4 Foundation
  • Previous operational Major Incident Management experience.
  • The ability to lead teams and drive activities within tight timeframes
  • Good team working capability
  • Methodical approach with good attention to detail
  • Analytical Problem Solving
  • The ability to work under pressure and to tight timescales

Why join us

We’ve set our sights on dominating the global e-commerce fashion market, and because we’re 13 brands (and counting), there are plenty of opportunities to grow your career. Our mission is to create a workplace where everyone is respected, their individual differences are valued, and they can be themselves at work without exception.

  • You’ll get the opportunity to take part in our various share schemes
  • Core hours enable you to flex your working times around your needs on an ad hoc basis
  • Benefits that support your health and wellbeing
  • There’s up to 40% discount off our all of our brands
  • Our social calendar? Next level
  • With HQs in Manchester and London and offices across the globe (some are dog friendly!), we offer a buzzing atmosphere and the boohoo family culture wherever you work