Senior Service Integration Manager

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 TeamYou’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 ResponsibilitiesAs 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.