Service Management Analyst - Engineer Service Management

Job description

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 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. 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. #LI-RB1 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 ident