Incident Process Owner

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

As Process Owner – Incident Management, you will play a key role in ensuring that Rituals’ IT services remain stable, responsive and continuously improving across our stores, digital channels, supply chain and support teams.

About the team

You will be part of our central Service Integration & Management (SIAM) function, working across internal delivery teams, service providers and business stakeholders. In a complex, multi-vendor environment, you will help create consistency, transparency and accountability across our IT service landscape.

Your role

In this role, you will own the end-to-end Incident Management process, ensuring it is clearly defined, consistently executed and continuously improved across Rituals and our service partners. You will work closely with service owners, internal teams and external providers to strengthen process maturity, improve performance and ensure incidents are resolved efficiently, with clear ownership and communication throughout.

In this role, you will:

• Own and maintain the end-to-end Incident Management process, including policies, documentation, roles, governance and tooling.
• Define and embed a consistent operating model across internal delivery teams and external service providers within our SIAM framework.
• Establish clear governance, escalation paths and interfaces with related ITIL processes such as Problem, Change and Knowledge Management.
• Monitor and report on key performance indicators, including incident resolution times, backlogs and recurring issues, using data to identify trends and improvement opportunities.
• Act as a process escalation point, addressing non-compliance, ambiguity and process bottlenecks across teams and suppliers.
• Maintain the process improvement backlog and CSI register, prioritising and driving improvements based on business impact.
• Work closely with our ServiceNow Product Owner to optimise workflows, automation and self-service capabilities.
• Collaborate with internal teams and vendors to continuously improve service performance and feed insights into supplier reviews and service improvement plans.
• Train and guide process participants across the business, helping create awareness and consistent adoption of the agreed way of working.

Bring all of you

We are looking for someone who combines strong IT Service Management expertise with a pragmatic, collaborative and improvement-driven mindset.

You enjoy bringing structure to complex environments and are comfortable working across business, technical and vendor perspectives. You can translate data into clear insights, challenge teams when needed and create alignment without relying on hierarchy.

You understand that good processes should enable the business rather than create unnecessary bureaucracy. You know when to standardise, when to stay flexible and how to continuously improve the way teams work together.

To be successful in this role, you bring:

• 8–10 years of experience in IT Service Management, with at least 3–5 years in a process owner or governance role.
• A bachelor’s or master’s degree in a relevant field.
• Strong knowledge of ITIL best practices; ITIL Foundation is required and ITIL 4 Managing Professional is preferred.
• Proven experience in a retail technology environment, ideally with exposure to stores, digital commerce, supply chain and support teams.
• Strong experience working within a multi-vendor / SIAM environment.
• Experience using ServiceNow to manage and optimise ITIL processes.
• Experience working in an Agile environment; familiarity with JIRA is advantageous.
• Strong analytical, documentation, communication and stakeholder management skills.
• A structured and pragmatic approach, with a strong sense of ownership and the ability to drive improvements proactively.

Location and Working Conditions

At Rituals, we believe in the power of connection: with ourselves, each other, and the world around us. That is why we work 80% from the office (typically four days per week) and 20% from home.

Benefits of working at Rituals

• Unique opportunities for personal and professional growth
• Staff discount on Rituals products
• Attractive bonus
• Flexible working hours tailored to your personal rhythm
• Company & team events