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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 Servi

📌 Service Management Specialist (Pune)
🏢 MAHLE
📍 Pune