Service Management Transformation Lead

What success looks like in this role:

Job Title: Service Management Transformation Lead

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

Lead the modernization and transformation of Service Management capabilities across client environments by challenging traditional operating models, identifying optimization opportunities, and implementing AI, automation, observability, and modern engineering practices.

This is not a traditional operational Service Management role. The individual acts as an internal consultant, transformation leader and change agent, responsible for redesigning how Service Management is delivered and demonstrating measurable business value through service stability, efficiency, automation and continuous improvement.

Key Responsibilities

Service Management Transformation

·       Assess current practices across Incident, Major Incident, Problem, Change, Asset, Configuration and related Service Management capabilities.

·       Challenge legacy processes and identify opportunities to simplify, automate and modernize.

·       Develop and execute transformation roadmaps focused on efficiency, service quality and business outcomes.

·       Lead continuous improvement initiatives across multiple client environments.

·       Move Service Management beyond operational reporting toward measurable value creation.

AI and Automation Enablement

·       Identify opportunities to leverage AI, workflow automation, scripting and low-code/no-code technologies.

·       Partner with engineering teams to automate repetitive operational activities.

·       Evaluate practical use cases using technologies such as Microsoft Copilot, Claude, ServiceNow workflows, Power Automate, RPA and other emerging technologies.

·       Drive adoption of AI-assisted analytics and decision-support capabilities.

·       Ensure appropriate human oversight and operational guardrails.

Modern Change Management

·       Transform traditional CAB-centric operating models.

·       Introduce risk-based and automation-driven change governance.

·       Identify opportunities for automated change creation, auto-approval, standard changes and risk-based approval routing.

·       Align Service Management with CI/CD and modern deployment practices.

·       Reduce operational friction while maintaining appropriate governance and controls.

Next Generation Problem Management

·       Develop proactive Problem Management capabilities focused on prevention and service stability.

·       Move beyond traditional RCA and problem-volume reporting.

·       Correlate information from incidents, events, observability platforms, monitoring, changes and other operational data.

·       Apply analytics and AI to identify patterns and potential problem candidates.

·       Establish measurable outcomes including incident avoidance, recurrence reduction and improved service stability.

Observability and SRE Integration

·       Build strong working relationships with Cloud, Infrastructure, Application, Platform and Engineering teams.

·       Act as a bridge between Service Management and technical engineering teams.

·       Leverage monitoring, logs, metrics, events and traces to improve operational intelligence.

·       Introduce relevant SRE and reliability concepts into Service Management practices.

·       Identify existing technical capabilities and automation that can be reused within Service Management.

Cross-Functional Consulting

·       Work directly with architects, Cloud teams, platform teams, application teams and service delivery organizations.

·       Understand technical and operational workflows end-to-end.

·       Translate technical capabilities into Service Management improvements.

·       Influence stakeholders and drive change without requiring direct reporting authority.

·       Operate as a consultant and problem solver rather than simply a process administrator.

Capability Development

·       Act as an internal Service Management SME and transformation leader.

·       Mentor and guide Service Management practitioners.

·       Develop reusable transformation approaches that can be applied across accounts.

·       Drive adoption of new tools, technologies and ways of working.

·       Help elevate the overall maturity and capability of the Service Management organization.

#LI-RB1

You will be successful in this role if you have:

Experience and Skills

Must Have

·       Significant practical experience in IT Service Management, IT Operations or a related discipline.

·       Strong experience across multiple areas such as Major Incident, Problem, Change, Configuration, Service Improvement or operational governance.

·       Proven experience improving or transforming processes rather than solely operating established processes.

·       Strong analytical, consulting and problem-solving capabilities.

·       Ability to engage effectively with technical teams, architects and senior stakeholders.

·       Demonstrated ability to independently identify problems and drive improvements.

·       Strong curiosity, learning agility and willingness to challenge established ways of working.

Should Have

·       Strong knowledge of ServiceNow, Jira or similar ITSM platforms.

·       Exposure to Cloud environments and modern application operations.

·       Understanding of DevOps and CI/CD concepts.

·       Experience with monitoring or observability platforms.

·       Practical exposure to AI and automation tools.

·       Working knowledge of ITIL practices and their practical application.

Good to Have

·       Microsoft Copilot and/or Claude.

·       Power BI.

·       Power Automate.

·       ServiceNow automation and workflows.

·       SRE and reliability engineering concepts.

·       Splunk, AppDynamics, Dynatrace, Datadog or similar observability technologies.

·       Basic scripting, API or workflow-development knowledge.

Critical Success Factors

·       Be highly curious and self-driven.

·       Challenge existing ways of working constructively.

·       Think like a consultant rather than a process administrator.

·       Identify opportunities others may not immediately see.

·       Connect Service Management with Cloud, Engineering and modern operations.

·       Translate technology into practical operational outcomes.

·       Work with minimal direction.

·       Deliver visible transformation and measurable improvements.

·       Help other team members adopt new approaches and capabilities.

Role Boundaries

This is not a traditional process-administration, reporting or single-process operational role. The individual is expected to work across Service Management and engineering domains, challenge established practices, define transformation approaches and lead implementation. Deep software engineering expertise is not mandatory, but the individual must be capable of understanding technical concepts and translating them into practical Service Management outcomes.

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 [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.