Hermès IT Service Delivery Senior Executive

Shanghai • China

Monday, March 10, 2025

Hermès, a prestigious French maison established in 1837, is renowned for its craftsmanship, creativity, and independence. As a family-owned enterprise, Hermès employs nearly 20,000 individuals worldwide, fostering an entrepreneurial spirit and a commitment to excellence. The company is dedicated to preserving exceptional savoir-faire through strong territorial roots, respecting both people and nature, and sourcing extraordinary materials. Hermès' creativity is fueled by fifteen artisanal métiers, with collections showcased in over 300 stores globally.

1. Lead and monitor service delivery teams to support end users, addressing alerts and escalating issues as necessary.
2. Support the implementation of multiple projects at the local level, including new store openings, pop-up stores, trunk shows, and special events.
3. Prepare reports based on SLAs and KPIs, both financial and operational.
4. Communicate effectively with end users in the event of major incidents or crises.
5. Optimize the ITIL framework and flowchart for daily service delivery.
6. Record and analyze problems in collaboration with team members and stakeholders, proposing solutions and project creation if needed.
7. Manage local IT asset inventory and stock, defining future needs and ensuring regular updates using automation and efficiency practices.
8. Align with the IT Security team to meet security strategies and assist in audits by collecting evidence and implementing remediations.
9. Prepare and manage documentation for various activities and processes, ensuring regular updates to the knowledgebase.
10. Manage third-party IT vendor activities, ensuring contractual obligations are met and evaluating vendors annually.
11. Assist in the procurement process for IT equipment purchases.
12. Contribute to the collection and analysis of local demands from multiple stakeholders.

1. Bachelor’s degree with a minimum of 5 years’ experience in IT operations.
2. ITIL Foundation certificate required; ITIL-CDS and PMP certifications preferred.

1. Proficient knowledge of technical platforms, including ITSM, O365, and SharePoint.
2. Experience with IT service management processes and project management methodologies.
3. Familiarity with infrastructure operations knowledge.
4. Business-oriented with a focus on service delivery and client impact.
5. Ability to meet deadlines and work under pressure.
6. Broad industry knowledge of IT operations services trends and directions.
7. Proven track record of coordinating teamwork in a multicultural environment and managing remote staff.
8. Excellent communication and writing skills in English and Mandarin.
9. Strong teamwork capabilities with the ability to work independently with minimal supervision.
10. Willingness to travel as required.

Minimum 5 years of experience in IT operations.

Bachelor’s degree required.

Hermès is committed to ethics, diversity, and inclusion, offering a supportive and dynamic work environment.

Hermès values a culture of freedom and autonomy, supported by responsible management. The company is dedicated to ethical practices and inclusivity, fostering a diverse and dynamic workplace where creativity and craftsmanship thrive.