Service Desk Process Expert (m/f/d)

Your Key Responsibilities:

Operational Excellence & Provider Steering

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

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

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

• Monitor service performance to ensure compliance with SLAs and KPIs

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

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

• Ensure comprehensive documentation of processes, procedures and system changes

• Lead or contribute to projects and sub-projects

Continuous Improvement & Reporting

• Driving transparency and continuous service processes improvement

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

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

Stakeholder Management & Enablement

• Support Subject Matter Experts for all Service Desk related tasks

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

• Enabling effective collaboration and process adoption across the organization

Qualifications:

Professional Experience

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

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

• 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

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

• Proven ability to operate independently in a dynamic and global environment

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

• High level of ownership, reliability and adherence to timelines

• Strong organizational and prioritization skills

• Resilience and ability to perform under pressure

• Agile mindset and experience working in agile delivery models

• Excellent communication skills in English, spoken and written