Service Desk Process Expert - (m/f/d)

As part of our newly established Service Desk Team in the End User Support Product Family at the Hyderabad Digital Hub, you will play a key role in shaping and driving global IT support delivery.

Working in a highly collaborative, international environment, you will act as a Service Desk Process Expert, ensuring efficient and high-quality Service Desk operations in our global Service Desk landscape.  

Responsibilities: 

Operational Excellence & Provider Steering 

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  Design and implement service processes in alignment with ITSM best practices and in close collaboration with the central ITSM process team 

  
  

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  Ensuring stable, high-quality, and efficient Service Desk operations 

  
  

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  Functionally steer and govern Service Desk providers to ensure high-quality service delivery  

  
  

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  Monitor service performance to ensure compliance with SLAs and KPIs 

  
  

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  Act as Knowledge Management Database Owner and drive data quality, structure and usability 

  
  

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  Govern and maintain ServiceNow data structures (e.g. tables) to ensure data quality and consistency 

  
  

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  Ensure comprehensive documentation of processes, procedures and system changes 

  
  

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  Lead or contribute to projects and sub-projects 
  
  

  
  

Continuous Improvement & Reporting  

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  Driving transparency and continuous service processes improvement 

  
  

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  Prepare ad-hoc and regular analyses and reports to support operational and management decisions  

  
  

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  Own and continuously improve all Service Desk-related processes on a global scale 
  
  

  
  

Stakeholder Management & Enablement  

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  Support Subject Matter Experts for all Service Desk related tasks 

  
  

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  Provide training, guidance and awareness to ensure effective usage of Service Desk related processes 

  
  

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  Enabling effective collaboration and process adoption across the organization 
  
  

  
  

Qualifications : 

Professional Experience 

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  University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification 

  
  

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  Minimum of 5 years of experience in a global IT Service Desk or ITSM environment 

  
  

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  At least 5 years of hands-on experience in global processes 

  
  

Technical & Functional Expertise 

• Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow 

Personal Competencies 

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  Strong analytical and problem-solving skills with a structured working approach 

  
  

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  Proven ability to operate independently in a dynamic and global environment 

  
  

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  Excellent stakeholder management and communication skills, including the ability to assert positions and drive decisions in a multi-stakeholder environment 

  
  

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  High level of ownership, reliability and adherence to timelines 

  
  

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  Strong organizational and prioritization skills 

  
  

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  Resilience and ability to perform under pressure 

  
  

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  Agile mindset and experience working in agile delivery models 

  
  

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  Excellent communication skills in English, spoken and written