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 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.

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