Hermès Incident Manager Supply Chain
- Location
- PantinÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- IT & Technology Systems
- Industry
- Luxury Furniture & Homewares
- Posted
- Aug 18, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès seeks an Incident Manager Supply Chain in Pantin, France. Lead critical incident response and service continuity for manufacturing and supply chain IT systems.
Role & Responsibilities
- Manage major incidents from detection through resolution, coordinating internal teams and external partners to restore services within agreed timeframes
- Lead crisis cells, track action plans, and maintain clear communication with stakeholders across technical and business functions
- Analyze incident root causes, recommend preventive measures, and drive process improvements according to ITIL standards
- Develop and maintain the knowledge base, facilitate knowledge transfer, and support end-user adoption of systems and procedures
- Monitor service performance indicators, guarantee service levels, and manage operational activity through ServiceNow
- Provide tier-2 and tier-3 support for complex ERP, planning, PLM and MES environments in high-pressure situations
Qualifications
- Demonstrated expertise in ITIL processes and incident management frameworks
- Proficiency with ServiceNow and deep technical knowledge of applications, networks and infrastructure
- Hands-on experience with complex application environments (ERP systems such as SAP and M3, planning tools, PLM, MES)
- Proven ability to remain composed during crises and make sound decisions under pressure
- Strong communication skills adapted to both technical teams and business stakeholders
- Proficiency with Microsoft Office Suite and advanced Excel for reporting and analysis
Skills
Experience
Minimum 6 years of experience in IT operations, incident management, or supply chain IT support roles with exposure to complex production and manufacturing environments.
Education
Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent professional qualification. ITIL certification (Foundation level or above) is preferred.
Workplace
This position is based in Pantin, Île-de-France, France, within easy reach of Paris.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
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 «IT Incident Coordinator», «Supply Chain Systems Incident Lead», «IT Operations Manager Supply Chain», «Production Systems Incident Handler», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.