Product Manager – Service Desk Team (m/f/d)

As part of the End User Support Product Family the Service Desk team is responsible for BASF’s global IT Service Desk. As Product Manager, you are responsible for building and leading a newly formed Service Desk team in India, at the Hyderabad Digital Hub, fostering an open, collaborative and growth oriented work environment.

Your Key responsibilities:

- Functional and disciplinary leadership of a diverse team of colleagues
- Team coaching and career planning
- Internal know-how sharing and sustainment as well as strategical team development
- Conflict and escalation management within the team or project
- Staff required skills for product and project work in alignment with the team

Define the Product vision, strategy and roadmap, incl.
- Collect business requirements, understand value creation and prioritize product capability development
- Accountable for Cost Center and Product Budget

Represent the team inside and outside of BASF, incl.
- Active management and steering of service providers
- Internal customers and delivery engagements and projects
- Collaborate internally across different products, -families, segments and business stakeholders

You are accountable for IT Service Desk, incl.:
- Processes and Knowledge Management: continuous monitoring, process improvement, lifecycle management, knowledge transfer and service desk training.
- Supporting the provider in resolving complex IT issues




- Supporting the resolution of IT complaints
- Advising internal product teams on the integration of new products into the Service Desk and coordinating the transition into production within the Service Desk
- Driving the digitalization, standardization and automation of the Service Desk

- Qualifications:

- A successfully completed degree in (Business) Informatics, Business Administration with a focus on IT, or a comparable qualification.
- Experience in leading a team (minimum 6 years)
- A role‑model mindset—leading by example, inspiring others through passion, clarity, and commitment, and fostering a winning team culture.
- Strong servant leadership qualities: visionary thinking, motivational ability, and a focus on developing talent.
- Proven ability to build a strong, inclusive, and high-performing team culture.
- Several years of experience working in a global IT Service Desk setting (minimum 8 years)
- Solid knowledge of ITSM/ITIL (ITIL v.4 or ITIL v.5) ) and ServiceNow[MF1] as ITSM Tool
- An agile and open change mindset, with hands‑on experience in agile delivery models
- Strong organizational awareness and strategic mindset (understanding and actively supporting the strategy)
- Passion for Service Desk and IT Support
- Excellent communication skills in English, spoken and written

[MF1]Ticketing System sollte Voraussetzung in Service Desk Erfahrung sein

📌 Product Manager – Service Desk Team (Telangana)
🏢 Basf
📍 Telangana