Hermès Service Delivery Lead

Paris • France

Friday, March 14, 2025

Hermès, a distinguished French maison established in 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 relentless entrepreneurial spirit and a commitment to excellence, fostering individual freedom and autonomy through responsible management. Hermès is dedicated to preserving exceptional craftsmanship through strong territorial roots, respecting both people and nature as sources of extraordinary materials. The maison's creativity is fueled by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Manage and lead TMA teams, anticipating risks such as staffing and planning that may impact business activities.
2. Ensure the effective implementation of continuous improvement processes.
3. Develop the knowledge and procedural mastery of service providers.
4. Supervise the handling of support tickets, including incidents and service requests.
5. Address escalations and oversee the resolution of priority incidents and service requests.
6. Monitor service level indicators for TMA, including backlog, SLA, and reopen rates.
7. Verify and enhance TMA activity indicators.
8. Ensure compliance with ITIL principles, defined procedures, and security protocols.
9. Monitor service quality through surveys and interviews.
10. Participate in regular support committees.
11. Contribute to continuous improvement by identifying problems with TMA teams.
12. Participate in the enhancement of tools such as ServiceNow, as well as procedures and work methods.
13. Monitor and verify the knowledge acquisition of both external and internal teams.
14. Prepare and support production deployments.

1. Bachelor's degree or higher in a relevant field.
2. Minimum of 3 years of experience in IT, including at least 1 year in support team management or TMA on ERP or equivalent applications.

1. Excellent interpersonal skills combined with high levels of rigor and objectivity.
2. Empathy and assertiveness when necessary.
3. Ability to remain calm under pressure.
4. Fluent in English for seamless communication with international teams.
5. General knowledge and interest in Human Resources.
6. Familiarity with ITIL Service Delivery standards.

At least 3 years in IT, with a minimum of 1 year in managing support teams or TMA on ERP or similar applications.

Bachelor's degree or higher

Opportunity for occasional travel within France and internationally.

Hermès is characterized by a culture of continuous innovation and a commitment to excellence. The company values individual autonomy and fosters a collaborative environment where creativity and craftsmanship are paramount. Employees are encouraged to uphold the maison's tradition of exceptional savoir-faire while respecting both human and environmental resources.