Hermès ITSM Platform Governance Manager

Paris • France

Friday, March 14, 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 company, Hermès employs nearly 20,000 individuals globally. The brand thrives on a spirit of continuous entrepreneurship and unwavering standards, fostering freedom and autonomy through responsible management. Hermès is committed to the transmission of exceptional savoir-faire, deeply rooted in respect for people and nature, which is the source of its extraordinary materials. The creativity of the maison is nourished by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Prioritize, manage, and schedule the backlog of cross-platform evolution requests.
2. Understand, challenge, and prioritize the value of requested evolutions.
3. Oversee and guide operational frameworks surrounding platforms, including TMA and support.
4. Manage directly reporting Product Owners and coordinate with non-reporting Product Owners.
5. Communicate the platform vision and roadmap to all stakeholders, integrating multi-module dimensions such as ITSM, ITOM, and WSD.
6. Conduct research and promote platform capabilities, proposing investment and deployment plans for embedded modules/products/features.
7. Maintain relationships with vendors, including publishers, subcontractors, and experts.

1. Master's degree in Engineering or equivalent.
2. Significant experience with ServiceNow platform (minimum 7 years).
3. Extensive 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, organizational skills, and proactivity.
8. ServiceNow certifications are highly desirable.

1. Excellent communication skills.
2. Negotiation abilities.
3. Persuasive skills.
4. Strong listening abilities.

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

Master's degree in Engineering or equivalent.

Hermès offers a dynamic and supportive work environment, opportunities for professional growth, and a commitment to employee well-being.

Hermès fosters a culture of creativity, innovation, and excellence, deeply rooted in its heritage and commitment to craftsmanship. The company values autonomy and responsibility, encouraging employees to contribute to its legacy of quality and artistry.