Technical Incident & Service Delivery Manager

How do you make our customers happy?

Every seamless experience on our platform depends on the systems running underneath it. Countless services work together to serve millions of customers and partners, and when something breaks, you're the one who takes charge. You lead the technical incident response end-to-end: staying calm under pressure, reading the signals, driving resolution, and keeping stakeholders from spiraling. Beyond incidents, you improve reliability structurally by embedding good practices and raising the bar of the teams around you.

At bol, we believe in making life easier for our customers and partners while building a sustainable and inclusive future. In this role, you help us deliver on that promise.

The biggest challenge

Bol has evolved from a traditional online store into a personalized platform tailored to our local market. Our tech organization continuously innovates to deliver effortless experiences. With fast-paced innovation comes the inevitability of incidents. And in a platform at our scale, the impact is felt immediately by customers and partners alike.
Your challenge: step in when critical systems fail, lead major incidents with both confidence and technical credibility, and embed reliability practices across the organization. You balance operational leadership with genuine hands-on engagement: interpreting metrics and reasoning about system behaviour, while driving long-term reliability.

Your challenge? Step in when critical systems fail, lead major incidents with confidence, and embed reliability practices across the organization. You will balance operational leadership with hands-on engagement with technical teams, using available insights and collaboration to accelerate recovery and strengthen reliability.

What you'll do as Technical Incident & Reliability Manager?

In a nutshell, you're the technical conscience of our platform. Your primary responsibility is to manage major incidents and lead reliability initiatives, taking end-to-end ownership and growing in scope and complexity as your impact deepens.

You bring real technical skills to the table: you actively engage with the technical landscape, diagnose system behaviour, and use your understanding of deployments, architecture, and operational signals to accelerate incident resolution. You also drive automation of operational processes, build tooling for operational visibility, and work closely with engineers to embed reliability into our systems.

You will:

• Lead major incidents: Step up as Incident Manager during high-impact outages, taking technical ownership while coordinating stakeholders and driving rapid recovery.
• Connect technology and business: Translate technical risk into business impact, align stakeholders across domains, and provide clear communication during incidents, major changes, and strategic initiatives.
• Foster psychological safety: Facilitate blameless post-mortems and create an environment during incident bridges where engineers feel safe to speak up, share hypotheses, and collaborate effectively.
• Coach and enable: Train colleagues in incident management and reliability culture, partnering with first-line support teams to strengthen their incident response capabilities.
• Actively engage in complex incidents: Pinpoint technical issues, interpret logs and metrics, and guide engineers toward resolution. You don't need to engineer the fix, but you understand what's happening.
• Drive operational excellence: Monitor reliability trends, identify systemic risks, coordinate readiness for peak events, and ensure teams take ownership of operational improvements.
• Turn incidents into improvements: Facilitate post-mortems, track structural follow-up actions, and help teams build better technical and operational resilience.
• Automate and innovate: Automate incident workflows and operational processes; develop dashboards and applications that enhance operational reporting and visibility.
• Collaborate across domains: Serve as the contact point for operational concerns, season readiness, audits, and major infrastructure changes.
• Participate in standby rotation: Join the Manager-on-Duty schedule for critical incident response outside office hours.

Where you'll be working

You join an enthusiastic and motivated team of Service Delivery Managers. You collaborate closely with product teams and stakeholders across domains, and coach first-line support teams to strengthen their incident response practices.

Our team tackles complex challenges together, celebrates wins, and learns from setbacks. If you love blending operational excellence with technical depth and want to make a tangible impact on millions of customers, this is your place.