Your Key Responsibilities:
Operational Excellence & Provider Steering
- Steer and manage Service Desk providers from a functional and operational perspective
- Manage and coordinate escalations across Service Desk providers and internal stakeholders
- Act as Subject Matter Expert during Major Incidents, ensuring effective technical analysis, impact assessment and cross-team coordination
- Support Service Desk providers in root cause analysis and sustainable issue resolution
- Collaborate with Complaint Stewards to drive timely and effective resolution of service complaints
Knowledge & Quality Management
- Establish and continuously enhance knowledge management practices across the Service Desk
- Ensure high-quality documentation and effective knowledge transfer
- Drive consistent service quality through structured governance and quality assurance measures
Continuous Improvement & Reporting
- Identify and implement improvements to global Service Desk processes and service delivery models
- Drive standardization and efficiency in a global ITSM environment
- Prepare ad-hoc analyses and reports to support operational and management decisions
Service Integration & Transition
- Drive the successful integration of new and modified products and services into global Service Desk delivery
- Ensure structured decommissioning of retired services from Service Desk operations
- Contribute to global IT initiatives and lead IAM-related sub-projects
Qualifications:
Professional Experience
- University degree in (Business) Informatics, Business Administration with IT focus, or comparable qualification
- Minimum of 7 years of experience in a global IT Service Desk or ITSM environment
- At least 5 years of hands-on experience in Identity and/or Access Management
Technical & Functional Expertise
- Strong knowledge of ITSM frameworks (ITIL v4 or higher) and ServiceNow
- Solid understanding of Identity Management concepts, principles, tools and governance
- Advanced knowledge of Access Management concepts, processes, and platforms (e.g., One Identity Manager)
- Solid understanding of complex enterprise application landscapes, including system architectures, cross-system dependencies and interactions between applications
- Ability to interpret and analyze complex data structures and database content to understand processes, identify root causes and resolve IAM-related issues (incl. basic querying, e.g., SQL)
- Basic knowledge of SAP (foundation level, e.g., SAP authorization concepts or HR data structures, SAP for Me)
- Basic understanding of HR master data and processes, including employee lifecycle events (e.g., onboarding, offboarding, transfers, leave of absence)
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
