Incident Process Owner @ Employer

Incident Process Owner CHO Keizersgracht Amsterdam • 40 hours Employee at the office Tech & Data 40 hours CHO Keizersgracht Amsterdam Incident Process Owner Are you excited to be part of our dynamic team where business meets technology? Driving Rituals' growth through innovative tools within our Tech & Data department. Share your talents As Process Owner - Incident Management, you will play a key role in ensuring that Rituals' IT services remain stable, responsive and continuously improving across our stores, digital channels, supply chain and support teams. About the team You will be part of our central Service Integration & Management (SIAM) function, working across internal delivery teams, service providers and business stakeholders. In a complex, multi-vendor environment, you will help create consistency, transparency and accountability across our IT service landscape. Your role In this role, you will own the end-to-end Incident Management process, ensuring it is clearly defined, consistently executed and continuously improved across Rituals and our service partners. You will work closely with service owners, internal teams and external providers to strengthen process maturity, improve performance and ensure incidents are resolved efficiently, with clear ownership and communication throughout. In this role, you will: - Own and maintain the end-to-end Incident Management process, including policies, documentation, roles, governance and tooling. - Define and embed a consistent operating model across internal delivery teams and external service providers within our SIAM framework. - Establish clear governance, escalation paths and interfaces with related ITIL processes such as Problem, Change and Knowledge Management. - Monitor and report on key performance indicators, including incident resolution times, backlogs and recurring issues, using data to identify trends and improvement opportunities. - Act as a process e...