Incident & Service Delivery Manager

Where logistics meets reliability

Every smooth delivery starts with flawless logistics. From warehouse operations to carrier integrations, countless systems work together to serve millions of customers and partners. When a major outage occurs, you remain calm and lead the Tech incident response from start to finish. Beyond incident response, you drive reliability improvements by implementing ITSM and SRE practices and coaching teams to build resilience into every link of our logistics chain, so every delivery promise becomes reality.

At bol, we believe in making life easier for our customers and partners while building a sustainable and inclusive future. In this role, you help us deliver on that promise by ensuring our logistics backbone runs smoothly because reliability is the foundation of trust.

The biggest challenge

Bol has evolved from a traditional online store into a personalized platform tailored to our local market. Our tech organization continuously innovates to deliver effortless shopping experiences. With this fast-paced innovation comes the inevitability of incidents. In logistics, the stakes are even higher: our Warehouse Management System and fulfillment processes must run flawlessly to keep millions of products moving across multiple warehouses and carriers.

Your challenge? Step in when critical systems fail, lead major incidents with confidence, and embed reliability practices across the organization. You will balance operational leadership with hands-on engagement with technical teams, using available insights and collaboration to accelerate recovery and strengthen reliability.

What you’ll do as Incident & Service Delivery Manager

In a nutshell, SDMs are the operational conscience of our retail tech platform. As an Incident & Service Delivery Manager (SDM), your primary responsibility is to manage major incidents and lead reliability initiatives, taking ownership end-to-end and growing in scope and complexity as your experience deepens.

This is not just a coordination role: you will actively engage with the technical landscape, building an understanding of system behavior and operational signals to accelerate incident resolution. If you have affinity with tooling or automation, you can contribute to automation for ITSM processes, build dashboards for operational visibility, and collaborate closely with engineers to embed reliability into our systems.

This role focuses on the Core Logistics and Core Warehousing areas, where reliability and operational excellence are critical to keeping our logistics backbone running smoothly.

You will:

• Lead major incidents: Step up as Incident Manager during high-impact outages, coordinating stakeholders and ensuring rapid recovery.
• Coach and enable: Train colleagues in Incident Management, ITSM, and reliability culture, partnering with Functional Application Management teams to strengthen their incident response capabilities and foster best practices.
• Actively engage in complex incidents: Help pinpoint technical issues and guide engineers toward resolution, leveraging insights from deployments, architecture, and metrics to accelerate resolution, without needing to engineer the solution yourself.
• Drive reliability projects: Implement SRE practices and lead initiatives to improve ITSM processes.
• Automate and innovate: If you have affinity with automation or tooling, you can help automate incident workflows and ITSM processes and develop dashboards and applications to enhance operational reporting and visibility.
• Collaborate across domains: Act as the contact point for operational concerns, season readiness, audits, and major infrastructure changes.
• Participate in standby rotation: Join the Manager-on-Duty schedule for critical incident response outside office hours.

3 reasons why this is (not) for you

• Take me by the hand, darling! You prefer well-defined tasks and lots of guidance: taking initiative is risky.
• Not much of an analyst: You lack analytical skills; quickly grasping the complexity of systems is not your forte.
• Second mover: When something happens, you analyze the cause, effect, and the meaning of life for days before taking action. As our first line of defense in the event of major IT incidents, that approach isn’t ideal. 😉

• Diversity energizes: You are energized by a diverse role that includes SRE, Incident Management, Project Management, and ITSM responsibilities.
• Calm in the chaos: This is for someone who stays calm when things get chaotic and loves turning outages into opportunities for improvement. If impact motivates you, you’ll feel right at home here.
• Curiously autonomous: You are perennially curious, always looking for improvement opportunities, and driven by a ‘make them happen’ attitude.

Where you’ll work

You join an enthusiastic and motivated Reliability & Service Management team consisting of Site Reliability Engineers and fellow SDMs. You collaborate closely with product teams and stakeholders across domains and coach Functional Application Management teams to strengthen their incident response practices.

Our team sparks energy by tackling complex challenges together, celebrating wins, and learning from setbacks. If you love the idea of blending operational excellence with innovation and want to make a tangible impact on millions of customers, this is your place.

Perks

Flexible working

We bring the best of both worlds together by working 50% at the office and 50% at home. This way, we find a balance between organisational and individual needs.

On and off

At bol we understand like no other that you have to take care of yourself first, then your environment and then bol. In that order. Therefore, everyone at bol receives 29 days of vacation.

The culture and the office

Our colleagues work hard to make the daily lives of our customers easier and more fun. But of course, we do this in an inspiring and creative environment!