Louis Vuitton EMEA Support Delivery Manager

Paris • France

Tuesday, January 21, 2025

Louis Vuitton, a storied name in luxury fashion since 1854, is renowned for its commitment to excellence and innovation. As part of the LVMH conglomerate, Louis Vuitton offers a dynamic and inclusive work environment where creativity and ambition are celebrated. The brand is dedicated to fostering equal opportunities and embraces diversity in all its forms.

1. Oversee the performance of the EMEA Help Desk, ensuring both quantitative and qualitative excellence.
2. Facilitate the support chain with technical and functional teams, organizing committees to ensure smooth handling of requests and incidents.
3. Manage major incident resolution from start to finish, ensuring effective communication with users and measuring user satisfaction across the region.
4. Implement action plans for recurring incidents to enhance service performance.
5. Ensure new technical or application scopes are adequately supported by the support chain.
6. Coordinate security escalations and remediation tracking in collaboration with EMEA CISOs.
7. Manage the evolution of ticketing tools, liaising with support actors, editors, and central teams.
8. Lead the deployment of new ITSM tool functionalities.
9. Conduct technology watch, workshops, and needs assessments for new tool implementation.
10. Monitor IT solution deployment projects, ensuring support procedures are established and maintained.

1. Bachelor's degree in Engineering or equivalent with a specialization in major support domains such as workstation, iOS, networks, and systems.
2. Minimum of 7 years of experience in a similar role.
3. Proven technical expertise in managing workstations within a complex application environment.
4. Strong knowledge of ITSM and ITIL tools and infrastructure.
5. Excellent interpersonal skills with the ability to build relationships with application and technical teams.
6. Recognized for service orientation, autonomy, and agility.
7. Proficiency in English, both written and spoken.
8. ITIL certification and knowledge of ServiceNow are advantageous.

1. Technical proficiency in workstation management.
2. Strong understanding of ITSM and ITIL frameworks.
3. Excellent communication and relationship-building skills.
4. Ability to lead and animate teams.
5. Service-oriented mindset with autonomy and agility.
6. Proficiency in English.

A minimum of 7 years in a similar role, with significant experience in managing workstations and IT support within a complex application environment.

Bachelor's degree in Engineering or equivalent.

Opportunity to work in a rapidly growing company located in the heart of Paris, with personalized HR support throughout one's career.

Louis Vuitton fosters a culture of innovation and excellence, encouraging employees to embark on a journey of personal and professional growth. The company values diversity and inclusivity, creating a welcoming environment for all.