SMO Transition Lead – Principal Service Management

What success looks like in this role:

Job Title: SMO Transition Lead Principal 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:

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
Deal Onboarding & Transition Management

• Lead transition activities for complex outsourcing managed services and transformation engagements.
• Define transition goals milestones timelines governance structures and success criteria.
• Develop and manage comprehensive transition plans that ensure contractual obligations project objectives and funding requirements are achieved.
• Establish communication strategies covering transition stabilization and initial steady-state operations.
• Coordinate cross-functional teams to ensure successful onboarding of people processes technology vendors and third-party services.
• Manage risks issues assumptions dependencies and escalation processes throughout transition execution.
• Conduct operational readiness assessments and authorize progression through project milestones and tollgates.
• Ensure all knowledge transfer process documentation training and service acceptance activities are completed successfully.
  

Service Management Leadership

• Serve as Service Manager for designated client engagements during transition and operational stabilization periods.
• Lead virtual cross-functional teams responsible for service delivery governance and operational performance.
• Coordinate service management incident management change management problem management and continual improvement activities.
• Mobilize resources to address service issues operational risks and customer concerns.
• Develop and maintain strong executive and operational stakeholder relationships.
• Provide governance reporting service reviews and executive-level operational updates.

Major Incident Management Leadership

• Serve as the Major Incident Management (MIM) lead for strategically important client environments.
• Direct critical incident response activities to minimize business impact and accelerate restoration of services.
• Lead incident bridge calls and coordinate technical teams to ensure accountability and timely resolution.
• Validate and communicate business impact customer impact and service restoration status accurately and consistently.
• Drive executive-level communications that provide clear concise and actionable information during major incidents.
• Initiate and manage escalation processes until the appropriate leadership and technical resources are engaged.
• Produce post-incident reports root cause analyses lessons learned and improvement recommendations.
• Provide guidance coaching and training for service delivery teams on major incident management processes and best practices.
• Act as a subject matter expert and advisory resource for incident and service management processes.

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You will be successful in this role if you have:

Any degree and 8 years relevant experience OR equivalent combination of education and experience
Masters degree preferred

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.