We are seeking a Service Management Operations Specialist to join our Global IT team, based in Pune. This role plays a critical part in ensuring the effective operation, governance, and continuous improvement of IT Service Management processes across global service delivery teams.
The successful candidate will support key elements of the ITIL lifecycle, including Incident, Problem, Change, and Request Management, with a focus on Business Application services. The role is responsible for driving process adherence, SLA/KPI performance, reporting, service design and documentation, ticket escalations, and service quality improvements across multiple global IT Service Units.
ITSM Process Governance & Execution
Ensure consistent adoption and operation of ITIL processes (Incident, Problem, Change, Request) across global service delivery teams
Monitor process compliance and enforce adherence to defined standards and policies
Support structured governance of service operations, ensuring alignment with global service management frameworks
Performance Management & Reporting
Produce and maintain regular SLA and KPI reporting (weekly/monthly) across global IT services
Develop and enhance service performance dashboards and reporting packs
Identify performance trends, risks, and improvement opportunities
Support data-driven decision-making through actionable insights
Service Delivery Support
Work closely with Service Delivery Managers and Leads to improve service performance and compliance
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Drive proactive management of Incidents, Problems, and Changes to ensure quality and timeliness
Support effective customer ticket lifecycle management as well as coordination of complex and escalated tickets, ensuring quality and consistency
Continuous Improvement (CSI)
Identify opportunities for process optimization and service improvement
Contribute to and maintain a Continual Service Improvement (CSI) pipeline/register
Collaborate with Process Architects and the Service Design Office to refine and enhance processes
Support implementation of improvements including tooling, reporting, and workflows
Documentation & Governance Artifacts
Drive service delivery teams to complete and maintain service documentation and process artifacts
Ensure documentation aligns with audit and governance requirements
Support audit readiness and compliance activities
Stakeholder Collaboration
Partner primarily with Service Delivery Managers and Leads across global teams
Engage with Process Architects and Service Design Office to ensure alignment between design and operations
Provide regular updates and escalations to the Service Management Operations Lead
Minimum Requirement
Minimum 3+ years’ experience in IT Service Management or Service Delivery roles
Strong practical understanding of ITIL-based service management environments
Experience working within global or distributed service delivery models
Technical & Tooling Knowledge
End-user level experience with ITSM platforms (preferably BMC Helix)
Strong proficiency in data handling and reporting (Excel essential)
Power BI experience (advantageous)
Exposure to SAP environments or business applications (advantageous)
Core Competencies
Strong understanding of Incident, Problem, Change, and Request processes
Ability to analyze service performance data and identify insights
Strong attention to detail with a process-driven mindset
Ability to influence service delivery teams to improve compliance and performance
Excellent communication and stakeholder management skills
Proactive approach to continuous improvement and problem-solving
Qualifications & Certifications
ITIL v3 Foundation (minimum required)
ITIL Intermediate certification (preferred)
Bachelor’s degree in IT, Business, or related field (preferred but not essential depending on experience)
Working Model
Standard business hours aligned to India time zone
Global role requiring collaboration across multiple regions
No shift work required, but flexibility to support global stakeholders is expected
Key Success Measures
Improvement in SLA and KPI compliance across services
Increased process adherence and audit readiness
Delivery of accurate, insightful reporting and dashboards
Effective coordination with service teams and stakeholders
Tangible contributions to continuous service improvement initiatives
Our Offering;
We will provide a collaborative environment working on exciting assignments, along with ongoing personal & career development opportunities.
We encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!
After receiving your online application, the interview process will typically be, once your profile will get shortlisted.
DiversityMatters with our inclusive culture, we welcome applications from all social, religious & ethnical backgrounds, disabilities both mental and physical, identities (gender) and neurodivergent people.
Do you have any questions?
Rameshwari.a.nerlekar@MAHLE.COM
Entry level:
Experienced hires
Part- / Full-time:
Full Time
Department:
Services
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