Service Delivery Manager – Logistics

The operational conscience of our Retail Tech Platform

How do you make our customers happy?

Together with 52,000 partner sellers, Bol is changing retail to make daily life simpler for 13 million customers. From the customers’ perspective, our website and app provide an effortless shopping experience and choice of over 34 million (and counting!) articles. Behind the seamless shopping experience, you’ll play a key role in ensuring the reliability, observability, and continuous improvement of our IT Service Management (ITSM) and Site Reliability Engineering (SRE) processes.

The biggest challenge

Bol is originally a traditional online store, we’ve evolved into a personalized platform tailored to our local market. Our 700+ IT professionals across 150+ agile teams continuously innovate to deliver effortless shopping experiences. With this fast-paced innovation comes the inevitability of incidents. That’s where you come in: you’ll handle major IT incidents with confidence, guide teams through postmortems, and make sure we keep getting better and more reliable.

What you’ll do as Service Delivery Manager?

As part of the SRE team, you’ll take the lead on ITSM processes, help automate and improve them, and make sure SRE principles are adopted across our tech teams. Your hands-on, proactive approach will include:

• Spotting and driving improvements in ITSM and SRE processes, working closely with SRE engineers and other SDMs
• Taking the lead as Incident Manager during major incidents to keep things under control
• Being the go-to person for reliability issues in the Logistics and Warehousing areas.
• Coordinating projects that cut across products and teams to boost reliability
• Using your analytical and technical skills (bonus points for some basic coding knowledge!)
• Coach and train colleagues on Incident Management and SRE processes.
• Joining the Incident Manager on Duty standby shift.

3 reasons why this is (not) for you

Why it may be something for you:

• You thrive on variety
• You are energized by a diverse role that includes working with a broad range of stakeholders and to work on SRE, Incident Management, Project Management, and ITSM responsibilities.
• You’re tech-savvy
• You enjoy collaborating with engineers and understanding complex systems.
• You’re driven by curiosity
• You constantly seek improvements and take ownership to bring ideas to life.

Why it may not be:

• You prefer structured tasks
• Autonomy and initiative feel daunting.
• Analysis isn’t your strength
• Understanding complex systems is not your forte.
• You work best solo
• Collaboration and stakeholder engagement aren’t your thing.

Where you’ll work

You’ll join an enthusiastic SRE team made up of engineers with system and software backgrounds, as well as other Service Delivery Managers. Collaboration is key, so you’ll work closely with tech teams and stakeholders across Bol, in a tech-focused, and innovative environment.