Experience Management Office

Role Overview Unisys is seeking an Experience Delivery Lead in Bengaluru to join our Experience Management Office (XMO). In this customer-facing role, you will partner with proactive and automation engineers to drive end-to-end service delivery, ensuring an outstanding digital user experience for our clients. You will manage business relationships, implement Experience Level Agreements (XLAs), and showcase the real value and savings generated by XMO services. Key Responsibilities - Take full ownership for the delivery of experience-as-a-service and develop actionable mitigation plans for operational risks - Serve as the primary point of contact for the customer, maintaining engagement throughout the contract lifecycle - Lead the implementation and development of Experience Level Agreements (XLAs) to exceed end-user expectations - Oversee Proactive and Automation Engineers in executing automation use cases to drive efficiency and benefits - Maintain value trackers and document audit-ready customer savings and service improvements - Build collaborative relationships with customers and internal engineering teams to enhance service value - Prepare and deliver monthly Experience Level reports highlighting key achievements and use case progress - Align XMO initiatives with customer strategies and roadmaps to maximize client satisfaction and DEX features Required Qualifications - Bachelor's degree in IT Service Delivery, Client Delivery, Project Management, or related field - At least 2 years of experience in IT Service Management (ITSM); ITIL v4 Foundation certification is a plus - At least 2 years of experience in a customer-facing role with excellent relationship management skills - Solid understanding of the differences between traditional service SLAs and emerging XLAs - Strong reporting and visualization skills using Excel, PowerBI, and user experience management tools Why Join Us At Unisys, you will work in an environment that values diversity, collaboration, and innovation. We offer a comprehensive benefits package, hands-on experience with cutting-edge user experience technologies, and rapid career progression.