Service Management Pre Sales Lead- Principal Service Management

Unisys; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Unisys is seeking a Service Management Pre Sales Lead - Principal Service Management in Bangalore. You will oversee ITIL‑based service support, manage incidents, changes, and problems, and coordinate with Solution Architects, Sales, and Delivery to ensure customer commitments are met.

You will lead service management governance, drive continual improvement, and act as a subject matter expert for incident and service management processes across client engagements.

Qualifications

• Any degree and 8+ years’ relevant experience OR equivalent combination of education and experience.
• Master’s degree preferred.

Responsibilities

• Serve as the primary operational and transition point during sales pursuits and client due diligence.
• Lead service delivery governance and cross‑functional teams for designated engagements.
• Direct major incident management and drive post‑incident reviews and improvements.
• Provide governance reporting and executive updates to clients and stakeholders.

Skills

ITIL knowledge

Leadership

Incident management

Change management

Stakeholder management

Education

Any degree

Master’s degree preferred

Job description

What success looks like in this role: Job Title: Service Management Pre Sales 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.

Position 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

Go-To-Market / Pre-Sales Leadership

• Serve as the primary operational and transition point of contact during sales pursuits, RFP responses, solution reviews, and client due diligence activities.
• Partner with Solution Architects, Sales Executives, Commercial teams, Workforce Management, Procurement, and Delivery organizations to develop realistic, supportable, and cost-effective solutions.
• Review proposals, contracts, statements of work, and transition requirements to ensure alignment between customer expectations and delivery capability.
• Validate solution assumptions, staffing models, service levels, operating models, tooling requirements, and governance structures.
• Identify operational, contractual, financial, and delivery risks and develop mitigation strategies prior to contract award.
• Ensure transition requirements, dependencies, knowledge transfer activities, and resource commitments are incorporated into the proposed solution.
• Provide transition and operational expertise during customer presentations, solution workshops, and contract negotiations.
• Support deal governance reviews and provide recommendations regarding solution readiness and delivery viability.
• Drive seamless handoff from sales and solutioning teams into transition execution.

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 best practices.
• Act as a subject matter expert and advisory resource for incident and service management processes.

You will be successful in this role if you have:

• Any degree and 8+ years’ relevant experience OR equivalent combination of education and experience
• Master’s degree preferred

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