Hermès Global Service Desk Manager
About Hermès
Hermès is a distinguished independent Maison of luxury goods renowned for exceptional craftsmanship and uncompromising quality. As an employer, Hermès combines a heritage-driven culture with a long-term perspective on talent development, privileging artisanal excellence, attention to detail and collaborative, cross‑disciplinary working across its global organisation.
Hermès — Pantin: Global Service Desk Manager to lead transformation of the Service Desk into a global, multilingual centre of excellence.
Role & Responsibilities
- Design and implement the target operating model to evolve a France‑centric helpdesk into a global, multilingual Service Desk centre of excellence.
- Lead the modernisation of the Service Desk, defining scope expansion beyond standard desktop support according to business needs.
- Define and deploy rigorous knowledge‑management practices to enable service improvement and automation (KCS principles).
- Standardise global support processes using ITIL frameworks while adapting procedures to regional specificities.
- Manage and challenge the outsourced service provider day‑to‑day to drive user satisfaction, SLAs and continuous improvement.
- Ensure high levels of service quality aligned with the Maison’s standards of excellence and communicate Service Desk activity and performance to stakeholders.
- Shift the support posture from break/fix to proactive user enablement and service orientation, collaborating closely with business clients.
Qualifications
- Master's degree (Bac+5) in Computer Science, Information Systems or equivalent.
- Minimum 6 years' experience managing international IT service centres or Service Desks; ideally 7+ years in comparable transformation contexts.
- Demonstrable expertise in ITSM methodologies, specifically ITIL and Knowledge‑Centered Service (KCS).
- Proven experience managing third‑party service providers and complex vendor relationships (infogérance).
- Strong leadership in managing technically skilled teams and driving organisational change within matrix environments.
- Fluent English (spoken and written).
Skills
Experience
Minimum 6 years' experience leading international IT service centres or Service Desks, with a track record of transforming support models, implementing ITIL/KCS practices and managing outsourced providers; experience in luxury or complex global organisations is highly desirable.
Education
Master's degree (Bac+5) in Computer Science, Information Systems or equivalent
Workplace
This position is based in Pantin, Île-de-France, France, within easy reach of Paris.
Culture
Hermès fosters a culture of craftsmanship, discretion and continuous improvement, valuing long‑term development of people and skills. The Maison emphasises collaboration across disciplines, respect for heritage and a commitment to refined customer service, creating an environment where operational excellence and creative thinking coexist.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Head of Service Desk», «Global IT Support Manager», «Service Desk Lead (Global)», «IT Service Desk Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.