Digital Service Manager

Shape the future of e-commerce and digital marketing by joining our digital team! Bring your digital (marketing) expertise and entrepreneurial spirit to the table, and let's create exceptional omni-channel experiences together.

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The Digital Service Manager is responsible for ensuring the operational stability, performance, and continuity of Rituals’ composable website and app. This role oversees the full lifecycle of digital service delivery, including incident management, SLA adherence, vendor coordination, and service quality across a complex ecosystem of SaaS tools, APIs, and custom-built software.

In addition to ensuring operational excellence, this role also owns key ITSM processes across Digital — including access management, vendor governance, and FinOps oversight for Digital platforms and tooling. The manager works closely with the internal DevSecOps team, digital product teams, and external vendors to safeguard customer experience, accelerate recovery during disruptions, and proactively enhance platform reliability.

Responsibilities

• Incident Management: Own the full lifecycle of incidents—from detection and triage to resolution and PIR—ensuring timely response and communication.
• SLA & KPI Monitoring: Ensure performance indicators (uptime, MTTR, incident volume, etc.) are tracked, reviewed, and continuously improved.
• Vendor Management: Ensure third-party providers deliver against contracted SLAs, and proactively address recurring issues and escalations.
• Access Management: Own the digital access management process, ensuring authorization reviews, compliance alignment, and collaboration with IT Security.
• Operational Readiness: Ensure changes and new capabilities have proper support coverage, monitoring, and escalation paths before go-live.
• Root Cause Analysis: Contribute to investigations and problem management to drive long-term service improvement.
• Lead cross-functional readiness checks and contingency planning for high-impact commercial moments to minimize risk and ensure seamless customer experience.

Operational Execution

• Monitoring & Observability: Partner with DevSecOps to ensure platforms are fully instrumented with health checks, alerts, and dashboards.
• Runbook Management: Maintain updated support documentation, incident protocols, and escalation procedures for all critical services.
• Compliance & Continuity: Ensure adherence to operational compliance standards and maintain business continuity practices for key services.
• Ensure platform and service readiness during peak periods (e.g., campaigns, launches), coordinating with DevSecOps, product, and vendor teams to secure performance, capacity, and incident preparedness.
• Access & Security Alignment: Partner with IT and Security teams to align access, compliance, and operational standards across Digital platforms.

Process Optimization

• ITIL-Inspired Best Practices: Implement and adapt ITIL-based frameworks for incident, change, and problem management in an agile digital context.
• Root Cause & Problem Management: Lead structured analysis and learning from high-impact incidents to prevent recurrence and improve response.
• Automation & Efficiency: Identify opportunities for service automation, self-healing processes, and faster triage to improve service levels.
• Continuous Improvement: Champion a data-driven, problem-solving mindset to enhance reliability and service maturity.

Project Management

• Service Transition: Coordinate operational handover for major new digital capabilities, ensuring stability and support readiness at launch.
• Risk Management: Proactively identify service delivery risks and implement mitigations before issues impact business or customer experience.
• Operational Tooling Projects: Support delivery and enhancement of monitoring, observability, and ITSM tooling.
• Vendor Collaboration: Partner with vendors on shared improvement initiatives across uptime, performance, and process automation.

Performance Reporting

• Operational Dashboards: Provide regular reporting on platform performance, SLA compliance, and incident trends to senior stakeholders.
• Post-Incident Reviews: Lead structured PIRs to extract lessons learned and ensure follow-up actions are executed.
• Service KPIs: Track and report metrics such as uptime, MTTR, P1/P2 volume, SLA breaches, and vendor responsiveness.
• FinOps Reporting: Provide transparency into operational spend, vendor costs, and cost-optimization initiatives.

Stakeholder Engagement

• Cross-Functional Collaboration: Serve as the operational contact point across digital, IT, product, and support teams for service health matters.
• Escalation Management: Lead incident escalations with clarity, prioritization, and transparency across internal and external parties.
• Communication & Alignment: Keep business stakeholders informed during incidents and major platform changes, ensuring trust and visibility.
• Vendor Relationship Management: Lead the agenda of quarterly vendor reviews, track improvement plans, and align on shared goals for reliability and cost efficiency.

Strategy

• Operational Stability: Define and execute the digital service delivery strategy, ensuring optimal uptime, resilience, and incident readiness across platforms.
• Incident Preparedness: Establish processes and tooling to improve incident detection, coordination, and communication across teams.
• Continuous Service Improvement: Drive improvements across incident resolution workflows, platform monitoring, and vendor performance.
• ITSM Integration: Embed ITIL-aligned processes for incident, problem, change, and access management across digital operations.

Budget

• Vendor Contract Oversight: Support financial planning and performance reviews for external service providers, ensuring value for money and SLA adherence.
• Operational Tooling Investment: Contribute to investment planning for incident management tooling, observability platforms, and service automation.
• FinOps for Digital Tooling: Oversee cost management for digital platforms and SaaS services, ensuring license optimization, cost transparency, and budget alignment with business value.
• Tool Lifecycle Management: Maintain oversight of key operational tools, ensuring consistent renewals, performance reviews, and vendor accountability.

Team Leadership

• Incident Commander Role: Act as incident lead during critical events—coordinating teams, ensuring clear communication, and driving resolution.
• Matrix Team Coordination: Work across internal DevSecOps, product, IT, and business teams to deliver end-to-end operational excellence.
• Culture of Reliability: Champion accountability and learning through strong incident hygiene and structured post-incident reviews (PIRs).

Bring all of you

• 5+ years of experience in digital service delivery or IT operations, preferably in high-availability, customer-facing platforms.
• Proven expertise in incident management, including leading major incident response, root cause analysis, and structured post-incident reviews & follow-ups.
• Experience managing SLAs, KPIs, and service performance across multiple vendors and systems.
• Familiarity with composable architectures and cloud-native platforms, including API-first ecosystems and custom-built frontends.
• Strong stakeholder management & communication skills, with the ability to align business, product, vendors, and engineering teams during high-pressure situations.
• Working knowledge of ITIL practices (incident, problem, change, and access management) and tools such as Jira Service Management, ServiceNow, or equivalent.
• Strong technical understanding of digital platforms, APIs, and cloud-based architectures, with the ability to troubleshoot complex issues and collaborate effectively with technical teams.
• You reside in the Netherlands and are comfortable commuting to the Amsterdam office

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