Service Desk Subject Matter Expert IAM (m/f/d)

About the role

We are looking for a Service Desk Subject Matter Expert in Identity and Access Management (IAM) to join BASF’s Digital Hub in Hyderabad. In this role you will lead the Service Desk function, ensure operational excellence and support global IAM initiatives.

Key responsibilities

• Steer and manage Service Desk providers, handling functional and operational aspects.
• Coordinate escalations, act as SME during major incidents, and support root‑cause analysis.
• Collaborate with Complaint Stewards to resolve service complaints efficiently.
• Establish and improve knowledge‑management practices, ensuring high‑quality documentation and knowledge transfer.
• Drive continuous improvement of global Service Desk processes, standardisation and reporting.
• Lead integration of new or modified services into the Service Desk and oversee decommissioning of retired services.
• Contribute to global IT projects and lead IAM‑related sub‑projects.

Required profile

• University degree in (Business) Informatics, Business Administration with an IT focus or equivalent qualification.
• Minimum 7 years of experience in a global IT Service Desk or ITSM environment.
• Proven ability to manage providers, handle major incidents and drive process improvements.

Required skills

• Identity and Access Management (IAM)
• IT Service Management (ITSM) frameworks
• Service Desk operations and escalation handling
• Knowledge‑management and documentation