04_Professionals (technical) Services Together, we move the world—we’ve been doing it for over 100 years. At MAHLE, as a leading international development partner and systems supplier to the automotive industry, we pursue the objective of making mobility more efficient, more environmentally friendly, more convenient, and more economical. As part of our dual strategy, we are working both on the intelligent combustion engine for the use of hydrogen and other nonfossil fuels and on technologies for fuel cells and e-mobility.

MAHLE generated sales of €11.3 billion in 2025. Employing just under 65,000 people at 127 production locations and 11 technology centers, the company is represented in 28 countries. (as at: 12/31/2025). Join our MAHLE team! #weshapefuturemobility Your Contribution 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 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? [email protected] IN Facts about the job Benefits: Entry level: Experienced hires Part- / Full-time: Full Time Functional area: IT Department: Services Location: Pune, IN Company: MAHLE Holding (IN) Closing date for applications Don't waste any time, apply while the position is online.

Your future at MAHLE As a team player and someone who thinks ahead, you can deploy all your skills with us. In cooperation with colleagues from different countries and areas, you contribute in designing the mobility of the future. When selecting MAHLE, you choose trend-setting technologies and strategies.

Are you interested in working with us and developing efficient and environmentally-friendly solutions, optimising existing products, and turning innovative ideas into reality? Then MAHLE is the right address for you. Shape the future with us.

Our employee reviews Your Contribution 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 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 Robust 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? [email protected]

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🏢 MAHLE Senica
📍 Pune