Senior Service Management Transformation Specialist

What success looks like in this role:

Job Title: Senior Service Management Transformation Specialist

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.

Role Purpose

Support and deliver Service Management transformation initiatives across client environments, improving how Incident, Major Incident, Problem, Change and related practices operate. The role combines strong Service Management knowledge with practical exposure to automation, AI, analytics, observability and modern engineering practices. The individual is expected to identify opportunities, work effectively with technical teams and independently own defined improvement initiatives from analysis through implementation.

Key Responsibilities

Service Management Improvement

· Assess existing Incident, Major Incident, Problem, Change and related operational practices.

· Identify process friction, unnecessary governance, repetitive work and opportunities for simplification.

· Own defined improvement initiatives from assessment through implementation and benefit tracking.

· Help shift Service Management measures from activity and volume toward stability, prevention, efficiency and business outcomes.

Problem Management and Service Stability

· Analyse incidents, recurring failures, work notes, monitoring events, changes and other operational data to identify problem candidates.

· Drive proactive Problem Management and recurring-incident prevention within assigned scope.

· Work with resolver and engineering teams to convert analysis into corrective and preventive actions.

· Measure avoided recurrence, reduced operational effort and improved service stability.

Change Management Modernisation

· Identify change activities suitable for standardisation, automation and simplified risk-based governance.

· Support integration between Change Management and CI/CD or engineering workflows.

· Help reduce unnecessary manual governance while maintaining appropriate risk, audit and compliance controls.

· Contribute to models where high-risk changes receive focused review and lower-risk changes follow proportionate controls.

AI, Automation and Analytics

· Use approved tools such as Microsoft Copilot, Claude, ServiceNow, Power BI and workflow or automation platforms where available.

· Identify repetitive Service Management activities suitable for automation.

· Build or support practical analytics, dashboards, workflows and AI-enabled use cases.

· Apply human oversight and appropriate guardrails when using AI or automation in operational processes.

Engineering and Observability Collaboration

· Work with Cloud, Infrastructure, Application, Platform and Engineering teams.

· Develop a practical understanding of monitoring, events, logs, metrics and traces.

· Connect technical operational information with Service Management records and processes.

· Identify existing engineering tools, scripts or automation that can be reused for Service Management improvement.

Continuous Improvement and Adoption

· Maintain an improvement backlog with defined owners, outcomes and progress.

· Document opportunities, implementation decisions, benefits and lessons learned.

· Share reusable methods and solutions across client accounts.

· Coach practitioners in adopting improved ways of working within assigned initiatives.

#LI-RB1

You will be successful in this role if you have:

Experience and Skills

Must Have

· Approximately 5-8 years of relevant IT Operations or Service Management experience.

· Practical experience in at least two areas such as Incident/Major Incident, Problem, Change, Configuration or Continual Improvement.

· Evidence of improving a process or service, not only operating an established process.

· Strong analytical, facilitation and problem-solving capability.

· Ability to work independently with technical resolver groups and multiple stakeholders.

· Curiosity, adaptability and willingness to learn unfamiliar tools or technologies.

Should Have

· Exposure to ServiceNow, Jira or comparable ITSM platforms.

· Exposure to Cloud, DevOps, CI/CD, monitoring or observability concepts.

· Experience with Power BI, Microsoft Copilot, Claude, Power Automate or equivalent technologies.

· Working understanding of ITIL practices and their practical application.

Good to Have

· SRE concepts and reliability practices.

· ServiceNow workflow or automation exposure.

· Cloud platform knowledge.

· Basic scripting, API or workflow-development experience.

Success Measures

· Defined transformation initiatives delivered with measurable operational or client value.

· Reduction in repetitive effort, avoidable incidents or process cycle time.

· Improved use of technical and Service Management data for decisions.

· Sustained adoption of improved practices by operational teams.

· Reusable improvements applied beyond a single activity or account where appropriate.

Role Boundaries

This is not a traditional process-administration or reporting role. Deep software engineering expertise is not mandatory, but the individual must be able to work with engineers, understand operational concepts and convert opportunities into practical Service Management improvements.

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 GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here