Solution Manager, ITSM

Company Description

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 18,000 people globally.

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 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:

• 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
• Manage ITSM tool budget and long-term strategy
• 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
• Serve as ITSM and tooling Subject Matter Expert (SME)
• 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
• 5+ years of experiences as ITSM solution leader & Project management
• 3+ years with people management responsibilities

Knowledge

• Deep understanding of Service Management Tools and integrations, preferably ServiceNow, Jira Service Desk, Ivanti Enterprise
• Strong knowledge of ITIL processes, certified ITIL v3 or v4 preferred. Expert/ITIL 4 Managing Professional will be considered an advantage.
• Management and performance analytics and reporting.
• Good understanding of IT application development and infrastructure
• Strong IT process transformation know-how and experience
• Familiarity with automation frameworks and scripting for process enhancements.
• Ability to manage multiple initiatives and drive process improvements within global teams.
• Ability to improve operational efficiency and service delivery across the IT organization
• Must possess both enhanced technical and people management skills

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 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