ServiceNow Platform Lead & ITSM Solution Manager

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

Overall Purpose:

Lead the transformation of our ServiceNow ecosystem, driving AI-powered automation and innovation to enhance enterprise-wide digital Operations. Mentor high-performing teams, collaborate with global stakeholders, and shape a technology roadmap that supports our mission of feeding a growing global population.

You will be missioned to build the global ServiceNow strategy, driving innovation, scalability, and efficiency through AI, automation, and ITIL best practices while you oversee the platform governance, optimize performance, and foster strategic partnerships with stakeholders.

What You’ll Own:

ServiceNow Platform:

• Define and execute the ServiceNow roadmap, ensuring business and IT alignment.
• Develop and manage the ServiceNow budget, ensuring cost efficiency.
• Lead the design, implementation, and development of ITSM solutions in ServiceNow.
• Ensure platform governance and optimal performance.
• Oversee and manage ServiceNow system administration to maintain platform stability and performance.
• Collect product and service requirements from business stakeholders to align ServiceNow functionalities with enterprise needs.
• Lead and oversee ServiceNow platform implementation, ensuring seamless integration with existing IT ecosystems.
• Optimize license usage, subscriptions, and operational expenses.
• Ensure users are trained on ITSM tools and processes.
• Manage relationships with third-party ITSM tool vendors and partners
• Foster relationships between IT and business stakeholders

ITSM Expertise & Process:

• Act as ITSM and tooling Subject Matter Expert for IT and business teams.
• Configuration Management ownership & Governance.
• Standardize and optimize the established ITIL processes to align with ITIL best practices.
• Contribute to IT policies, governance frameworks, and process documentation.
• Lead or take participation in ITSM initiatives.

Knowledge and Experience:

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

Technical Experience:

• 3+ years of ServiceNow solution design and implementation leadership.
• Deep expertise in ITSM, ITOM, ITBM, and CMDB.
• Experience in ServiceNow system administration and platform implementation.
• Background in ServiceNow scripting (will be considered a strong advantage).
• Knowledge of ServiceNow integrations, automation, and AI-powered workflows(will be considered a strong advantage).

Knowledge:

• Strong ITIL expertise.
• Strong background in IT governance, CMDB management, and compliance.
• Experience in ITSM process standardization, automation, and continuous improvement.
• Proven ability to lead ITSM transformation projects and ServiceNow enhancements.
• Strong stakeholder engagement, people and vendor management, and business alignment skills.
• Ability to translate business needs into technical ServiceNow solutions.
• Experience in Project Plan Design, Implementation, and Agile Delivery.

Valued Certifications:

• ServiceNow CSA and CIS certifications
• ITIL 4 Managing Professional/Master
• Project Management credentials (PMP/Agile/Scrum)

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

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.

Why Join Us?

• Lead digital transformation at a global agricultural leader
• Work with cutting-edge ServiceNow features and AI capabilities
• Drive meaningful impact across a diverse, international organization
• Shape the future of agricultural technology and sustainability
• Develop your expertise with industry-leading certifications and training

Growth & Development

You’ll have opportunities to:

• Lead strategic initiatives that shape our digital future
• Build and mentor high-performing teams
• Collaborate with global stakeholders and industry experts
• Advance your technical and leadership capabilities
• Make a lasting impact on global food security

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:

• 25 annual paid leave
• Flexible working hours
• Food vouchers
• Transportation allowance
• Additional medical & dental insurance
• Life insurance
• Sports card with 90/10 coverage
• Various learning & development opportunities
• Yearly performance evaluation plans
• Social clubs & Wellbeing initiatives
• Team buildings & social events
• Employee Referral Program