Experience Delivery Lead

Unisys; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Unisys is seeking a senior SIAM/Service Management professional in Bengaluru to lead internal support and strategic partner engagements. You will manage day-to-day SIAM delivery, monitor ticketing targets, and ensure evidence-based performance reporting across vendor ecosystems.

The role requires a BA/BS degree with 6–8 years of relevant experience. The company emphasizes equal opportunity hiring and global collaboration across ITIL, service management, and client delivery domains.

Qualifications

• BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience.

Responsibilities

• Provides SIAM support or serves as service manager for internal client support and partner engagements.
• Oversees day-to-day delivery of SIAM processes, monitors tickets, and tracks process targets and evidence of fulfilment.
• Maintains SIAM procedural documents and related policies; oversees vendor performance and escalation handling.
• Leads a virtual team, coordinates day-to-day responsibilities, and ensures effective problem solving across teams.
• Produces regular progress reports, identifies improvement opportunities and drives continuous service improvement.

Skills

Service Management

Vendor management

Team leadership

Data reporting

Education

BA/BS degree

Job description

What success looks like in this role:

• Provides Service Integration and Management (SIAM) support or serves as service manager for internal support of a client and strategic partner engagements.
• Security Integration and Management
  • Responsible for the day-to-day delivery of SIAM process including:
    • Supporting collaborative working between vendors and between Unisys teams,
    • Monitoring tickets within service management tooling, both Unisys and vendors against targets for completeness, quality etc.,
    • Working with SLM and reporting managers to ensure specific process targets are reported and tracked,
    • Tracking process related activities within each obligation tracker (Unisys and vendors) and gathering key information / evidence of fulfilment,
    • Facilitating process specific meetings, where required (including ensuring specific inputs, outputs and agenda have been created), and
    • Providing input into the development of any documentation related to specific process areas.
  • Maintains SIAM procedural documents and any related policies.
  • Oversees vendor performance:
    • Acting as escalation point for any responsible process related issues, and
    • Attending performance reviews with vendors (as required), to review operational performance including fulfilment of service levels and key performance indicators.
• Service Management
  • Leads a virtual team; defines, and coordinates day-to-day responsibilities for Internal Support and Strategic Partners.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and clients.
  • Compiles, analyzes, and reports statistical data and trends relating to service level compliance and operational effectiveness.
  • Provides regular progress reports and updates to management, identifying areas of concern and opportunities for improvement.
  • Establishes and leads a continuous service improvement program for in-scope ESM processes and supplier services.
  • Directs services delivery teams regarding the policies, processes, and plans affecting in-scope services delivery performance.
  • Maintains account profiles and standard in-scope documentation to include account specific requirements.
  • Trains and mentors functional teams.
  • Performs periodic audits / spot checks to determine accuracy of data provided and if it complies to in-scope client ITIL process(es) and policies.
  • Participates in creation of the SLM Document of Understanding (DOU) Strategic Partners.
  • Works closely with Service Management to proactively monitor SLA performance and takes appropriate actions for Internal support and Strategic Partners.

You will be successful in this role if you have:

• BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and experience

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 [e-mail]. US job seekers can find more information about Unisys’ EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity