CDI - Responsable ServiceDesk Global (H/F)

Hermes
France
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 7+ yearsSkills: ["Leadership","Communication","Problem-solving"]

Lead the transformation of Hermes' Service Desk from a France-focused operation to a global, multilingual center of excellence. Oversee performance, quality, and customer satisfaction, drive ITIL-aligned processes, manage an international outsourcing partner, and shape knowledge management to automate and standardize support across geographies while aligning with company standards and client needs.

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Hermes
Hermes
5 months ago

CDI - Responsable ServiceDesk Global (H/F)

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Last checked: 2 hours agoStatus: Live

Job Summary

Lead the transformation of Hermes' Service Desk from a France-focused operation to a global, multilingual center of excellence. Oversee performance, quality, and customer satisfaction, drive ITIL-aligned processes, manage an international outsourcing partner, and shape knowledge management to automate and standardize support across geographies while aligning with company standards and client needs.
Location: France
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Oversee the global Service Desk, ensuring high-quality, multilingual support and alignment with ITIL standards.
  • •Design, source and deploy the target operating model to transform France-focused support into a global, multilingual service.
  • •Lead the modernization of the Service Desk and expand its scope beyond standard IT to meet evolving internal needs.
  • •Drive a robust knowledge-management strategy to facilitate continuous service improvement and automation.
  • •Manage the outsourcing partner, monitor customer satisfaction, and ensure consistent service delivery across geographies.

Key Requirements

  • •Bachelor’s or master’s degree in computer science or equivalent, with at least 7 years of experience in leading international IT service centers during transformation projects.
  • •Strong expertise in ITIL and KCS methodologies and in managing outsourcing/infogérance.
  • •Proven ability to manage and motivate highly technical teams within a complex matrix organization and drive organizational change.
  • •Customer-focused mindset with excellent organizational skills, rigor, and ability to propose and implement new operating models.
  • •Fluent English communication skills.
Experience:7+ yearsIT servicesITILKCSOutsourcingDigital transformation
Skills:LeadershipCommunicationProblem-solving
Languages:English
Tech Stack:ITILKCSOutsourcingIT operations

Company Brief

Hermes
Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 1837
WebsiteLinkedIn