Senior Service Integration Manager

Are you excited to be part of our dynamic team where business meets technology? Driving Rituals' growth through innovative tools within our Business Technology department.

Share your talents

This is an exciting time to join the Business Technology department at Rituals! As we continue to grow rapidly, we are evolving our technology landscape to deliver seamless and reliable experiences across all our stores, warehouses, digital platforms, and support environments. In this role, you will be at the heart of our IT Service Management transformation, owning the core ITIL processes of Incident, Request, and Problem Management. If you’re passionate about process excellence, cross-team collaboration, and service reliability, this is your opportunity to make a real impact.

Meet the Team

You’ll be part of the Service Integration & Management (SIM) function, reporting to the Head of IT. Working closely with internal delivery teams, business stakeholders, and external service providers, you’ll drive process consistency and maturity across our complex, multi-vendor environment. With technology underpinning Rituals' brand promise, this role ensures that our IT services are stable, responsive, and continuously improving.

Your Responsibilities

As the Senior Service Integration Manager / Process Owner, you will:

• Own the end-to-end design of the Incident, Request, and Problem Management processes, including governance, policies, tooling, and documentation.
• Standardize operations across all internal and external service providers, enforcing a single, unified process model.
• Act as a governance lead, ensuring adherence to process frameworks and resolving escalations, bottlenecks, or ambiguities.
• Monitor and report on KPIs such as incident resolution times, backlog volumes, and root cause effectiveness, driving service performance insights.
• Lead continual improvement initiatives, maintain a CSI backlog, and collaborate with the ServiceNow product owner to enhance workflows, automation, and self-service capabilities.
• Enable and train internal stakeholders to ensure strong process awareness, adoption, and accountability.

Bring all of you

You’re a structured, proactive, and business-aware ITSM expert with:

• 8–10 years of experience in IT Service Management, including at least 3–5 years in a process owner or governance role.
• A Bachelor’s or Master’s degree in a relevant field.
• Experience working in a retail technology environment, particularly involving store systems, e-commerce, and supply chain solutions.
• Proven success in multi-vendor/SIAM models, coordinating across diverse service providers.
• Strong knowledge of ITIL best practices (ITIL Foundation required; ITIL 4 Managing Professional preferred).
• Hands-on experience with ServiceNow for managing core ITIL processes.
• Familiarity with Agile methodologies and tools like JIRA is a plus.
• A pragmatic, data-driven mindset with excellent communication, documentation, and facilitation skills.

Location and Working Conditions

While flexible working is available, this role requires a strong on-site presence to engage with stakeholders and build connections effectively. This role is based in Amsterdam at our Central Head Office. You’ll primarily work onsite, with occasional travel to local head offices across Europe.

Benefits of working at Rituals

• Training, coaching & development opportunities
• Staff discount on Rituals products
• Attractive bonus
• Numerous health & wellbeing initiatives
• Company & team events

You are about to take an exciting step into your journey with us.

Any questions? Our recruiter Renée is happy to speak to you via renee.havenaar@rituals.com. Please note that applications via e-mail are not taken into consideration.