Service Desk Process Expert (m/f/d)

About the role

As a member of the newly established Service Desk Team at the Hyderabad Digital Hub, you will shape and drive global IT support delivery. You will act as a Service Desk Process Expert, ensuring efficient, high‑quality operations across our worldwide Service Desk landscape.

Key responsibilities

• Design and implement service processes in line with ITSM best practices, collaborating with the central ITSM process team.
• Ensure stable, high‑quality, and efficient Service Desk operations globally.
• Steer and govern Service Desk providers to maintain high‑quality service delivery.
• Monitor service performance, ensuring compliance with SLAs and KPIs.
• Act as Knowledge Management Database Owner, driving data quality, structure, and usability.
• Govern and maintain ServiceNow data structures (tables) to ensure consistency.
• Document processes, procedures, and system changes comprehensively.
• Lead or contribute to projects and sub‑projects that enhance Service Desk capabilities.
• Drive transparency and continuous improvement of service processes, preparing ad‑hoc and regular analyses and reports.
• Own and continuously improve all Service Desk‑related processes on a global scale.
• Support Subject Matter Experts, provide training, guidance, and awareness to ensure effective usage of Service Desk processes.
• Enable effective collaboration and process adoption across the organization.

Required profile

• University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification.
• Minimum 5 years of experience in a global IT Service Desk or ITSM environment.
• At least 5 years of hands‑on experience with global processes.
• Strong analytical and problem‑solving skills with a structured approach.
• Proven ability to operate independently in a dynamic, global environment.
• Excellent stakeholder management and communication skills, including the ability to assert positions and drive decisions.
• High level of ownership, reliability and adherence to timelines.
• Resilience and ability to perform under pressure.
• Agile mindset and experience working in agile delivery models.
• Fluent English, spoken and written.

Required skills

• ITIL v4 (or higher) framework.
• ServiceNow platform.
• ITSM processes.