Hermès ITSM Platform Governance Manager

Paris • France

Thursday, March 13, 2025

Hermès, a distinguished French maison since 1837, is renowned for its creation, craftsmanship, and distribution of high-quality objects. As a family-owned and independent enterprise, Hermès employs nearly 20,000 individuals globally. The company is driven by a continuous entrepreneurial spirit and unwavering standards, fostering freedom and autonomy through responsible management. Hermès is committed to preserving exceptional craftsmanship through strong territorial roots, respecting both people and nature, which are sources of extraordinary materials. The creativity of the maison is nourished by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Prioritize, animate, and schedule the backlog of requests for platform-wide enhancements.
2. Understand, challenge, and prioritize the value of requested enhancements.
3. Oversee and manage operational frameworks surrounding platforms (TMA, support).
4. Manage Product Owners reporting directly to this role.
5. Coordinate functionally with Product Owners not reporting directly to this role.
6. Communicate the platform vision and roadmap to all stakeholders, integrating multi-module dimensions (ITSM, ITOM, WSD, etc.).
7. Conduct research and evangelize platform capabilities, proposing investment and deployment plans for embedded modules/products/features.
8. Maintain relationships with vendors (publishers, subcontractors, experts).

1. Bachelor's degree +5: Engineering school or equivalent.
2. Significant experience with ServiceNow platform (minimum 7 years).
3. Significant experience in Service/Excellence Center management (minimum 7 years).
4. Expertise in product management and project leadership.
5. Experience in change management (as Key user, Business analyst, Process Owner, or Process manager).
6. Ability to facilitate workshops.
7. Autonomy, organization, and proactivity.
8. ServiceNow certifications highly desirable.

1. Excellent communication skills
2. Negotiation abilities
3. Persuasiveness
4. Listening skills

A minimum of 7 years of significant experience with the ServiceNow platform and in Service/Excellence Center management.

Bachelor's degree +5: Engineering school or equivalent.

The role offers a comprehensive benefits package, including opportunities for professional development and growth within a prestigious global brand.

Hermès fosters a culture of creativity, autonomy, and excellence, deeply rooted in its heritage and commitment to craftsmanship. The company values responsible management and encourages an entrepreneurial spirit among its employees.