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Open nowPosted today

CDI - Service Delivery Manager (H/F)

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PANTIN, Île-de-France, France
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Your applicationOpen nowCDI - Service Delivery Manager (H/F)Join · PANTIN, Île-de-France, France

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The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Join postings stay open a median of 31 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted today

Join median: 31 days open

The posting

Job Description

Vos atouts

Vous gardez votre sang-froid en toute situation et structurez une communication claire, même sous pression. Vous aimez coordonner, fédérer les équipes support et faire avancer les choses avec méthode et rigueur. Votre sens aigu des priorités vous permet de prendre les bonnes décisions au bon moment, y compris dans l'urgence.

À propos de l'entité

En tant que Service Delivery Manager, vous rejoignez HDTI, la DSI d'Hermès, au sein de la Direction IT Supply Chain, Métiers et Production. Vous évoluez dans un environnement multi applicatif riche et diversifié, couvrant achat, sourcing, développement produit, logistique, référentiels et finance. Votre expertise rayonne au cœur d'un écosystème de 60 applications et d'une organisation support structurée, au service de la continuité des systèmes qui accompagnent les métiers, la production et la Supply Chain de la Maison.

Vos missions

  • Piloter le support Niveau 1 et les incidents majeurs, de leur détection jusqu'à leur résolution;
  • Coordonner les équipes de support internes et partenaires, dont l'équipe partenaire et les tours de contrôle, pour rétablir les services dans les meilleurs délais;
  • Animer les cellules de crise, suivre les plans d'actions et communiquer avec clarté auprès des parties prenantes;
  • Analyser les causes des incidents, proposer des actions préventives et faire évoluer les processus support selon les bonnes pratiques ITIL;
  • Construire et enrichir la base de connaissances, et organiser le transfert de compétences du support Niveau 2 Hermès vers le support Niveau 1 de notre partenaire;
  • Suivre les indicateurs de performance, garantir le respect des SLA et piloter l'activité support via ServiceNow.

Votre profil

  • Vous maîtrisez les processus ITIL et naviguez avec aisance dans des environnements applicatifs complexes mêlant ERP (SAP, M3), outils de planification, PLM et MES.
  • Vous connaissez ServiceNow et cultivez une solide culture infrastructure : applications, réseaux et matériels n'ont pas de secrets pour vous.
  • Curieux et rigoureux, vous documentez avec soin, transmettez vos connaissances aux équipes support avec engagement et pilotez vos reportings avec le Pack Office et Excel.

Employeur responsable, Hermès s'engage en faveur de l'éthique, de la diversité et de l'inclusion. Rejoignez l'aventure humaine Hermès et construisez votre parcours cousu main.

About Us

"Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."

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