Get Service Onboarding Implementation Lead - Associate Principal Service Management

What success looks like in this role:

Job Title: Get Service Onboarding Implementation Lead - Associate 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.

Role Mission

Responsible for leading and coordinating the complete onboarding of an operating company into the Get Service operating model, acting as the primary point of contact between business stakeholders, subject matter experts, and technical teams.

This role owns the end-to-end onboarding process and is accountable for ensuring successful delivery from discovery through implementation, go-live, and hypercare.

Key Responsibilities

Onboarding Leadership

• Lead the end-to-end onboarding of new operating companies into the Get Service model.
• Serve as the primary coordination point between stakeholders, SMEs, project teams, and technical delivery teams.
• Drive onboarding activities from planning through operational stabilization.

Discovery and Requirements Gathering

• Conduct discovery workshops.
• Facilitate requirements gathering sessions.
• Document business and operational requirements.
• Identify dependencies, risks, and onboarding constraints.

Service Model Design

• Guide the mapping of:
  • Services
  • Processes
  • Service catalog entries
  • Resolver groups
  • Operating models
  • Support structures
• Ensure service structures align with organizational standards and operating requirements.

Transition Management

• Define and manage onboarding transition plans.
• Coordinate onboarding activities across multiple stakeholder groups.
• Track onboarding milestones and deliverables.
• Manage risks, issues, and escalations throughout onboarding activities.

User Acceptance Testing and Deployment

• Coordinate User Acceptance Testing activities.
• Support defect management and resolution processes.
• Prepare organizations for production deployment.
• Coordinate go-live readiness activities.

Training and Adoption

• Coordinate training sessions.
• Facilitate onboarding workshops.
• Support adoption of processes and operating procedures.
• Ensure readiness of support teams and stakeholders.

Hypercare and Stabilization

• Monitor onboarding success following deployment.
• Coordinate hypercare activities.
• Track stabilization metrics.
• Ensure successful transition into steady-state operations.

Governance and Reporting

• Provide executive-level status reporting.
• Maintain onboarding governance.
• Manage risks, dependencies, assumptions, and escalations.
• Present progress updates to leadership stakeholders.
  

You will be successful in this role if you have:

Any degree and 6-8 years’ relevant experience OR equivalent combination of education and experience

Required Knowledge and Experience

Service Management

• Expert understanding of IT Service Management.
• Strong ITIL knowledge and practical experience.
• Experience with service onboarding and operational transitions.

ServiceNow Functional Knowledge

Strong knowledge of:

• Service Catalog structure
• Assignment Groups
• Resolver Group design
• Business Service models
• Service Offerings
• User Groups
• Roles and Access Controls
• SLA frameworks
• Reporting and Dashboards
• CMDB fundamentals

Stakeholder Management

• Experience working with senior business stakeholders.
• Ability to coordinate multiple workstreams.
• Strong communication and facilitation skills.
• Experience managing cross-functional teams.

Important Clarification

This is primarily a functional and service-management leadership role, not a platform development role.

The resource is expected to:

• Define
• Coordinate
• Model
• Govern
• Manage implementation

The resource is not expected to perform ServiceNow development, coding, scripting, or technical configuration activities.

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 GlobalRecruiting@unisys.com. US job seekers can find more information about Unisys’ EEO commitment here.