Incident & Problem Manager

Requisition Number: 2319334
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
Here at Optum, we're transforming how patients access healthcare. As an Incident and Problem Manager (full-time, hybrid from Leeds), you'll be part of a collaborative team responsible for managing the full incident and problem lifecycle. You'll ensure service restoration in the shortest time possible while maintaining high standards of communication and stakeholder engagement.
Please note this Incident & Problem Manager role is a hybrid position, our team meet weekly in our Leeds office.
What you'll do:
As an Incident and Problem Manager, you'll lead the coordination and resolution of major incidents across the business, ensuring timely communication and effective collaboration. You'll work closely with internal stakeholders and customers to manage incident reviews, update documentation, and drive continuous improvement in service delivery. Our Incident & Problem team works 37.5 hours a week, covering shifts between 8-6 PM. There is a requirement to be on call 1 day in 5 in this position.
Primary Responsibilities:

• Manage and coordinate resources across the business for major and critical incidents on a 24x7x365 basis
• Own and deliver major incident and problem reviews, including metrics on effectiveness
• Contribute to the design and development of incident and problem processes, tools, templates, and reporting
• Work with internal communication teams to relay incident updates to customers
• Maintain cross-functional relationships to deliver consistently high-quality service
• Support resolution meetings and ensure excellent customer service is upheld

Who You'll Be:
We're looking for someone with experience in IT Service Management and a passion for delivering customer success. You'll bring solid organisational skills, the ability to manage multiple incidents simultaneously, and excellent communication to support collaboration across teams.
You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.
Required Qualifications:

• ITIL 4 certified or equivalent service management experience
• Demonstrated ability to operate independently and as part of a team
• Proven solid problem-solving techniques and attention to detail
• Proven experience managing incident and problem lifecycle activities
• Demonstrated confidence in engaging with stakeholders at all levels

*All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy.
Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © 2025 UnitedHealth Group. All rights reserved.