Richemont Senior IT Service Officer

Richemont is a leading luxury goods group comprising multiple maisons active in jewellery, watches, leather goods and fashion. As a global employer, Richemont combines heritage craftsmanship with international retail and corporate operations, offering employees exposure to maison-level creativity alongside group-scale processes and technology.

1. Own day-to-day IT service management activities: incident, request, change and problem management to meet defined SLAs across regional stakeholders.
2. Act as primary escalation point for complex incidents, coordinating technical teams, vendors and business stakeholders to restore service rapidly.
3. Maintain and improve ITSM processes in line with ITIL best practices; drive root-cause analysis and preventative measures.
4. Manage service requests and change implementations through the ticketing system, ensuring accurate documentation, approvals and post-implementation reviews.
5. Monitor service performance metrics and produce regular reports for IT leadership and business partners.
6. Coordinate vendor relationships for third‑party support, ensuring contract SLAs and escalation pathways are respected.
7. Contribute to knowledge base maintenance, runbooks and end‑user communications to improve service quality and reduce repeat incidents.
8. Support projects and rollouts by providing operational input, validating runbooks and participating in cutover and hypercare activities.

1. Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent professional experience.
2. ITIL Foundation certification preferred; working knowledge of ITIL processes mandatory.
3. Demonstrable ability to manage incidents and changes in a multi‑vendor, multi‑brand environment.
4. Strong stakeholder management and verbal/written communication skills with business and technical audiences.
5. Proven experience coordinating cross‑functional technical teams and external vendors under SLA constraints.

1. Incident management
2. Change management
3. Problem management
4. Service Level Agreement (SLA) management
5. ServiceNow
6. Jira
7. Microsoft 365
8. Active Directory / Azure AD
9. Vendor management
10. ITIL best practices
11. Operational reporting and dashboards

Minimum five years’ experience in IT service management, service desk operations, or IT operations; experience supporting multinational or multi‑brand organisations preferred.

Bachelor’s degree in Computer Science, Information Systems, Engineering or related discipline, or equivalent professional experience.

Richemont blends an appreciation for artisanal quality with structured, global corporate practices. The working environment values cross‑maison collaboration, professional development and adherence to operational excellence while promoting respect for brand heritage and sustainability.