Role & responsibilities

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
- 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

Preferred candidate profile

- 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)
- Robust 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

📌 Service Management Specialist (Pune)
🏢 MAHLE Holding India
📍 Pune