Service Management Professional (MIM,PM & CM) - Assoc Prin Svc Mgmt

What success looks like in this role:

Job Title: Service Management Professional (MIM,PM & CM) - Assoc Prin Svc Mgmt

Location: Bangalore

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.

Our Vision: Enhancing people’s lives through secure, reliable advanced technology.

Our Core Beliefs:

• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients’ success is our success.
• Integrity: We act ethically and honestly.

Position Overview:

Oversees, facilitates and administers ITIL based service support. Manages and oversees Unisys service delivery through processes, including incident, major incident, problem, request and change management with a focus on improving overall service quality. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.

Key Responsibilities/Outcomes
• Provides Service Integration and Management (SIAM) support or serves as service manager for internal support of a client and strategic partner engagements.

Security Integration and Management
• Responsible for the day-to-day delivery of SIAM process including:
 o Supporting collaborative working between vendors and between Unisys teams,
 o Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.,
 o Working with SLM and reporting managers to ensure specific process targets are reported and tracked,
 o Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment,
 o Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and
 o Providing input into the development of any documentation related to specific process areas.
• Maintains SIAM procedural documents and any related policies.
• Oversees vendor performance:
 o Acting as escalation point for any responsible process related issues, and
 o Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.

Service Management
• Leads a virtual team; defines, and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
• Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
• Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
• Establishes and leads a continuous service improvement program for in-scope ESM processes and supplier services.
• Directs services delivery teams regarding the policies, processes, and plans affecting in-scope services delivery performance.
• Maintains account profiles and standard in-scope documentation to include account specific requirements.
• Trains and mentors functional teams.
• Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
• Participates in creation of the SLM Document of Understanding (DOU) Strategic Partners.
• Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.

On call support 24/7 when critical bridge is hosted, especially when clients are part of the call as per MIM internal Escalation tracker to be maintained and kept up to date Shift: The role requires working in a 24/7 rotational shift (Night shift), with no fixed frequency for shift changes due to the project currently being in a transition phase. We need associates who are flexible, supportive, and able to adapt to the evolving needs of the project without ambiguity. Role Requirements – IPC (Major Incident, Problem and Change) details of the responsibilities as a MIM lead and be working on problem and change. Role Title – Assoc Prin Svc Mgmt, this is a senior-level Service Management role, and the expectation is that the selected resource should be able to take on the responsibilities with minimal handholding and without an extended knowledge transfer period. The individual should be capable of defining and delivering outcomes independently, with minimal support and no errors.

Major Incident Management Lead role

Major Incident Handling

Manage the end-to-end process for major incidents from detection to resolution.

Ensure major incidents are identified, categorized, prioritized, and resolved effectively and efficiently.

Act as the single point of contact for escalation for all major incidents (24/7).

Command & Control

Lead business Bridge calls during Major-impact incidents. (P1/P2)

Coordinate with Cross-Functional teams including infrastructure, application, network, security, and vendor teams to drive resolution

Drive incident resolution with authority and urgency, minimizing business disruption.

Stakeholder Communication

Provide timely and accurate updates to stakeholders, CDEs, and impacted users during Major incidents (as per contract SLA/KPI)

Ensure that communications are consistent, transparent, and tailored to different audiences.

Escalate appropriately when resolution progress is at risk or blocked or breaching SLA

Root Cause & Post-Incident Review

Document post-incident reviews (PIR) lessons learned, and Challenges during incident handling, create Problem record for all P1 and P2 upon request and handover to PM

Ensure documentation of incident timelines, actions taken, and contributing factors in the PIR

Process Improvement & Governance

Maintain and continuously improve the Major Incident Management process.

Ensure alignment with ITIL/ITSM/client specific SOP best practices and organizational policies.

Define and maintain escalation matrix, Escalation tracker, Critical application list.

Metrics & Reporting

Track and report on major incident KPIs (e.g., MTTR, Downgrades, number of major incidents) as defined weekly, monthly report

Provide executive dashboards and periodic reports with insights and trends.( defined in weekly, Monthly reports)

Identify patterns and recommend proactive measures to reduce invalid Major incidents –

Tooling & Automation

Ensure team is effectively using incident management tools (e.g., ServiceNow, MIM workbench).

Collaborate with ServiceNow team to automate anything to eliminate manual efforts.

Drive enhancements/Improvements to restore Major incidents within the SLA –

Readiness & Continuous Training

Conduct simulations and scenario-based exercises for the team to ensure readiness

Train teams on major incident protocols and escalation procedures.

Maintain knowledge base articles and quick reference guides for responders.

Maintain a high standard of accuracy in all aspects of major incident management, including documentation, communication, impact assessment, and escalation. Double-check critical details before dissemination to stakeholders, and ensure error-free coordination to avoid misinformation, delays, or missteps during high-pressure situations.

Leadership & Soft Skills

Calm under pressure with strong decision-making in high-stakes situations.

Excellent communication, negotiation, and stakeholder management skills.

Ability to influence without authority –

Conduct Audits for the team and share the scores with (Service Manager)

#LI-RB1

You will be successful in this role if you have:

Any degree and 6-8 years’ relevant experience OR equivalent combination of education and experience

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.