Digital Service Manager

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.

Requirements

• 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.

Benefits

• Competitive salary
• Generous Paid Time Off
• 401k Matching
• Relocation Assistance