ITSM Solution Manager & ServiceNow Platform Lead
Job Description
| Job Description |
LDC Presentation
Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 15,000 people globally.
Overall Purpose:
The ITSM Solution Manager & ServiceNow Platform Lead is responsible for overseeing the delivery of various IT solutions within the ITSM framework and corporate ITSM tooling solution. This includes managing the ITSM platform and associated processes such as Configuration, Incident, Change, Problem, and Request Management, as well as reporting and business process management. Additionally, the role may involve other ITSM and Solution Management responsibilities to ensure seamless integration and end-to-end efficiency across IT environments.
Main accountabilities:
Act as ITSM and tooling Subject Matter Expert
Lead design, implementation, and development of ITSM solutions
Standardize and optimize ITSM processes to serve IT and Business clients
Contribute to IT policies, processes, and governance frameworks
Oversee ITSM tool budget and drive long-term strategic direction.
Implement ITSM features and modules based on company needs
Ensure smooth deployments and high service reliability
Lead ITSM team and collaborate with stakeholders
Align ITSM tools and processes with business objectives
Prioritize ITSM service requests to ensure client satisfaction
Oversee integration of ITSM tools with other IT solutions
Manage relationships with third-party ITSM tool vendors
Collaborate on tool upgrades, patches, and enhancements
Ensure users are trained on ITSM tools and processes
Provide ongoing support to maintain high user satisfaction
Foster relationships between IT and business stakeholders
Knowledge and Experience:
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience
5-10+ years in IT Operations and IT Services management experience in ITIL environment
Consultancy experience on Service Now platform will be considered a major advantage
5+ years of experiences as ITSM solution leader & Project management
3+ years with people management responsibilities
Knowledge
Proficiency in Service Management Tools (e.g., ServiceNow, Jira Service Desk)
ServiceNow System Administrator certification will be considered an advantage
Expert knowledge of ITIL processes and frameworks (certification is a strong advantage)
Strong understanding of IT application development and infrastructure
Experience with automation frameworks and scripting
Project management skills (Agile and Waterfall methodologies)
Financial skills for budget management and cost optimization
Languages:
Fluent in English, oral and written is a must
Soft skills:
Ability to move easily across different projects and initiatives, to prioritize and manage many open cases at any given time
Deep critical thinking attitude to be able to manage ambiguity and complexity comfortably
Inclination to make improvements, find new ideas and challenge the status quo
Excellent in execution with natural sense of duty and urgency to drive the change
Excellent teamwork, communication & collaboration skills
Strong analysis, synthesis and communication capacity (written and oral), ability to negotiate and influence both internally and externally
Ability to lead and develop new and existing team members
Excellent oral and written communication skills, including the ability to explain IT Service process, establish rapport and persuade others
Business & Technical skills:
Strong IT Service management knowledge and experience
Advanced/Expert knowledge of ITIL framework
Strong tooling technical background
Broad understanding of IT, from operations and systems to policies and best practices
Excellent Project management skills (scope and quality management, resource management, budget management, issue management, stakeholder management)
Agile and waterfall methodology experience, Scrum Master certification is a plus
Strong solution management skills (understanding on IT business process in solution design and configuration experience, etc.)
Financial skills to manage projects and operations finance and drive on-going cost optimization
Other skills and competencies:
Self-motivated with the drive to make a difference.
Highly detail-oriented with a strong desire to align system data with business reality.
The position will require a good level of soft skills, interacting with people engaged in other aspects of the business and supporting them in their daily data management tasks.
Ability to work with a broad spectrum of people across various cultures.
Time management - ability to set tasks and create and work to own deadlines to continuously progress and evolving project scope.
Ability to identify patterns among datasets that can indicate opportunities.
Ability to take on large review project to drive it to a successful conclusion.
Staff:
Team of about 5-10 people of internal and external people.
Interactions/ interface:
Close relationship with T&O organization in particular AMS, IMS and the global Service Desk teams.
Interaction across IT organization to ensure the ITSM process and governance are fully leverage and fuel LDC IT
execution excellence.
Additional Information
| Additional Information |
Additional Information for the job
Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.
Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us
What We Offer
We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.
Our Benefits
- Competitive salary and benefits
- Private medical insurance
- Life insurance
- Flexible working
- Access to Training and Development
- Food vouchers
- Transportation Allowance
- Sports card with 90/10 coverage
- 25 days annual leave
- Modern office in communicative location
- Fruits days in the office
- Hybrid model of working
LDC Presentation
Louis Dreyfus Company is a leading merchant and processor of agricultural goods. Our activities span the entire value chain from farm to fork, across a broad range of business lines, we leverage our global reach and extensive asset network to serve our customers and consumers around the world. Structured as a matrix organization of six geographical regions and ten platforms, Louis Dreyfus Company is active in over 100 countries and employs approximately 15,000 people globally.
Overall Purpose:
The ITSM Solution Manager & ServiceNow Platform Lead is responsible for overseeing the delivery of various IT solutions within the ITSM framework and corporate ITSM tooling solution. This includes managing the ITSM platform and associated processes such as Configuration, Incident, Change, Problem, and Request Management, as well as reporting and business process management. Additionally, the role may involve other ITSM and Solution Management responsibilities to ensure seamless integration and end-to-end efficiency across IT environments.
Main accountabilities:
Act as ITSM and tooling Subject Matter Expert
Lead design, implementation, and development of ITSM solutions
Standardize and optimize ITSM processes to serve IT and Business clients
Contribute to IT policies, processes, and governance frameworks
Oversee ITSM tool budget and drive long-term strategic direction.
Implement ITSM features and modules based on company needs
Ensure smooth deployments and high service reliability
Lead ITSM team and collaborate with stakeholders
Align ITSM tools and processes with business objectives
Prioritize ITSM service requests to ensure client satisfaction
Oversee integration of ITSM tools with other IT solutions
Manage relationships with third-party ITSM tool vendors
Collaborate on tool upgrades, patches, and enhancements
Ensure users are trained on ITSM tools and processes
Provide ongoing support to maintain high user satisfaction
Foster relationships between IT and business stakeholders
Knowledge and Experience:
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience
5-10+ years in IT Operations and IT Services management experience in ITIL environment
Consultancy experience on Service Now platform will be considered a major advantage
5+ years of experiences as ITSM solution leader & Project management
3+ years with people management responsibilities
Knowledge
Proficiency in Service Management Tools (e.g., ServiceNow, Jira Service Desk)
ServiceNow System Administrator certification will be considered an advantage
Expert knowledge of ITIL processes and frameworks (certification is a strong advantage)
Strong understanding of IT application development and infrastructure
Experience with automation frameworks and scripting
Project management skills (Agile and Waterfall methodologies)
Financial skills for budget management and cost optimization
Languages:
Fluent in English, oral and written is a must
Soft skills:
Ability to move easily across different projects and initiatives, to prioritize and manage many open cases at any given time
Deep critical thinking attitude to be able to manage ambiguity and complexity comfortably
Inclination to make improvements, find new ideas and challenge the status quo
Excellent in execution with natural sense of duty and urgency to drive the change
Excellent teamwork, communication & collaboration skills
Strong analysis, synthesis and communication capacity (written and oral), ability to negotiate and influence both internally and externally
Ability to lead and develop new and existing team members
Excellent oral and written communication skills, including the ability to explain IT Service process, establish rapport and persuade others
Business & Technical skills:
Strong IT Service management knowledge and experience
Advanced/Expert knowledge of ITIL framework
Strong tooling technical background
Broad understanding of IT, from operations and systems to policies and best practices
Excellent Project management skills (scope and quality management, resource management, budget management, issue management, stakeholder management)
Agile and waterfall methodology experience, Scrum Master certification is a plus
Strong solution management skills (understanding on IT business process in solution design and configuration experience, etc.)
Financial skills to manage projects and operations finance and drive on-going cost optimization
Other skills and competencies:
Self-motivated with the drive to make a difference.
Highly detail-oriented with a strong desire to align system data with business reality.
The position will require a good level of soft skills, interacting with people engaged in other aspects of the business and supporting them in their daily data management tasks.
Ability to work with a broad spectrum of people across various cultures.
Time management - ability to set tasks and create and work to own deadlines to continuously progress and evolving project scope.
Ability to identify patterns among datasets that can indicate opportunities.
Ability to take on large review project to drive it to a successful conclusion.
Staff:
Team of about 5-10 people of internal and external people.
Interactions/ interface:
Close relationship with T&O organization in particular AMS, IMS and the global Service Desk teams.
Interaction across IT organization to ensure the ITSM process and governance are fully leverage and fuel LDC IT
execution excellence.
Additional Information for the job
Diversity & Inclusion
LDC is driven by a set of shared values and high ethical standards, with diversity and inclusion being part of our DNA. LDC is an equal opportunity employer committed to providing a working environment that embraces and values diversity, equity and inclusion.
LDC encourages diversity, supports local communities and environmental initiatives. We encourage people of all backgrounds to apply.
Sustainability
Sustainable value is at the heart of our purpose as a company.
We are passionate about creating fair and sustainable value, both for our business and for other value chain stakeholders: our people, our business partners, the communities we touch and the environment around us
What We Offer
We provide a dynamic and stimulating international environment, which will stretch and develop your abilities and channel your skills and expertise with outstanding career development opportunities in one of the largest and most solid private companies in the world.
Our Benefits
- Competitive salary and benefits
- Private medical insurance
- Life insurance
- Flexible working
- Access to Training and Development
- Food vouchers
- Transportation Allowance
- Sports card with 90/10 coverage
- 25 days annual leave
- Modern office in communicative location
- Fruits days in the office
- Hybrid model of working