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
- Solid 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

- 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]

📌 2026--00009 (Pune)
🏢 MAHLE Senica
📍 Pune