Senior Service Integration Manager

Rituals is seeking a Senior Service Integration Manager to lead the IT Service Management transformation for their rapidly growing business. This role involves owning core ITIL processes, standardizing operations, leading process improvement initiatives, and collaborating with internal teams and external service providers. The position requires a passion for process excellence and service reliability, focused on consistent, responsive, and improving IT services.

Requirements

• 8–10 years of experience in IT Service Management, including at least 3–5 years in a process owner or governance role.
• A Bachelor’s or Master’s degree in a relevant field.
• Experience working in a retail technology environment, particularly involving store systems, e-commerce, and supply chain solutions.
• Proven success in multi-vendor/SIAM models, coordinating across diverse service providers.
• Strong knowledge of ITIL best practices (ITIL Foundation required; ITIL 4 Managing Professional preferred).
• Hands-on experience with ServiceNow for managing core ITIL processes.
• Familiarity with Agile methodologies and tools like JIRA.
• A pragmatic, data-driven mindset with excellent communication, documentation, and facilitation skills.