What success looks like in this role:

Job Title: Service Management Analyst - Engineer Service Management

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 .

Our Vision: Enhancing peoples 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:

This role is aimed at a junior-to-intermediate Service Management resource who has already gained hands-on responsibility managing at least one ITIL practices possesses strong communication skills understands ITSM fundamentals and is looking to further develop their service governance reporting continual improvement and stakeholder management capabilities.

Service Management Analyst

Service Management Responsibilities

• Support the operational management and continual improvement of multiple ITIL practices.
• Monitor process compliance and identify improvement opportunities.
• Participate in practice reviews audits and governance activities.
• Assist in maintaining process documentation procedures work instructions and knowledge articles.
• Participate in an offsite Major Incident Management roster

Reporting and Analysis

• Produce regular service management reports and dashboards.
• Analyse service performance data trends risks and compliance outcomes.
• Provide insights and recommendations to improve service quality and operational effectiveness.
• Support SLA KPI billing and customer reporting requirements.

Stakeholder Engagement

• Engage with customer representatives operational teams and service delivery stakeholders.
• Facilitate meetings service reviews action tracking training and follow-up activities.
• Communicate service management requirements clearly and professionally.
• Prepare meeting minutes presentations and management summaries.

Governance and Compliance

• Support governance forums and service management controls.
• Assist with audit evidence collection and compliance reporting.
• Ensure service management records remain accurate complete and current.
• Contribute to risk identification and mitigation activities.

Essential Skills and Experience

• Experience acting as a Practice Manager Process Manager or equivalent role for at least one ITIL practice.
• Demonstrated understanding of ITIL principles and IT Service Management frameworks.
• Strong written and verbal communication skills with the ability to engage professionally with stakeholders at all levels.
• Excellent organisational planning and administrative capabilities.
• Good analytical and problem-solving skills.
• Experience preparing reports presentations and service management documentation.
• Ability to interpret and analyse service performance metrics and trends.
• Strong attention to detail and commitment to quality outcomes.
• Ability to manage multiple priorities in a structured environment.
• Ability to work effectively both independently and within a team environment.

Desirable Skills and Experience

• Experience with ServiceNow or other ITSM platforms.
• Experience within managed services government or enterprise IT environments.
• Exposure to service performance management and contractual obligations.

Personal Attributes

• Strong customer and service orientation.
• Professional confident and articulate communicator.
• Collaborative and relationship focused.
• Eager to learn and develop broader service management capabilities.
• Analytical and process-driven thinker.
• Self-motivated dependable and accountable.
• Demonstrates integrity professionalism and sound judgment.
• Proactive in identifying opportunities for improvement.

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You will be successful in this role if you have:

Any degree and 2-4 years relevant experience OR equivalent combination of education and experience

Essential

• Relevant tertiary qualification or equivalent industry experience.
• ITIL Foundation Certification.

Desirable

• Additional ITIL certifications.
• ServiceNow training or certification.

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 . US job seekers can find more information about Unisys EEO commitment here.