IT Service Management & Demand Coordination Specialist Full Time

IT Service Management

• Ensure that any modifications or transitions to the live operational environment—covering new, modified, retiring, or retired services—meet agreed expectations of the business, customers, and users.
• Consult and advise with Enterprise Service Owners, Business Relationship Managers, Service Design Office, and T&T Service Teams on new or changed services to ensure services are correctly defined, fit for use and purpose, and have appropriate SLAs.
• Coordinate Service Maturity Assessments to identify improvement opportunities for ITSM services.
• Develop and complete Service Improvement Plans for service processes and functions based on maturity assessments.
• Collaborate with multiple IT teams to ensure IT Service Operation efficiencies are achieved.
• Compilation of all relevant topics impacting service cost planning and alignment within the IT Ecoplan in close coordination with the Service Delivery Manager

IT Demand Management

• Coordinate and fulfill the IT Demand Management process to support IT demand fulfillment.
• Act as a quality gate by validating and accepting requirements and converting them into IT demands, including verification of demand content and ensuring preliminary solution design and cost estimation are prepared.
• Drive IT Demand budget approval cycle in cooperation with business and IT Controlling.
• Classify IT requirements and assign them to the corresponding team member to implement the requested change.
• Coordinate project implementation based on defined project processes, validate project phases, and ensure proper documentation.
• Plan and organize IT project meetings to report on project status and KPIs, and track tasks and timelines.
• Coordinate external consultants’ tasks, time, and resource management, including budget review.
• Escalate critical topics according to agreed escalation paths.
• Coordinate tasks and timelines with other IT teams to ensure milestones are met and priorities defined.
• Support IT and business stakeholders in budgeting and demand planning activities.

Your Experience And Qualification

• Strong knowledge of IT Service Management principles (ITIL or similar framework) and project coordination.
• Experience in IT demand management and service transition processes.
• Excellent coordination and communication skills for cross-team collaboration.
• Analytical mindset with ability to identify improvement opportunities and implement solutions.
• Familiarity with KPI reporting and service maturity assessments.

Minimum Requirements

• Collaboration: Ability to work effectively across multiple IT teams and business units.
• Problem-Solving: Proactive approach to identifying and resolving issues.
• Process Orientation: Strong adherence to ITSM and demand management processes.
• Customer Focus: Ensure services meet business expectations and deliver value.

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?

gauri.janugade@mahle.com