Role: Principal Consultant
Technology: Customer Relationship
Location: UK
Business Unit: ORC
Compensation: Competitive (including bonus)
Role Overview
The Customer Relationship Manager (CRM) acts as the primary interface. The role is responsible for managing client relationships, ensuring service satisfaction, and aligning Infosys service delivery with strategic, operational and governance expectations. The CRM operates within a complex multi‑stakeholder environment involving ESR Central Team, organisations and internal Infosys delivery functions, ensuring that service outcomes support the ESR programme’s objective of delivering an integrated HR and Payroll service.
Key Responsibilities
- Client Relationship Management
- Act as the primary point of contact for ESR Central Team stakeholders
- Build and maintain strong, trusted relationships with:
- Central Team
- Programme stakeholders and user organisations
- Ensure a structured and proactive engagement model across all service layers
- Represent Infosys in governance forums, service reviews and stakeholder meetings
- Service Delivery Alignment
- Ensure Infosys service delivery aligns with contractual commitments and Service Level Agreements (SLAs)
- Work closely with Service Delivery, Technical and Functional teams to translate client requirements into actionable delivery plans and ensure service performance meets expectations
- Monitor service health and proactively address risk areas
- Stakeholder Communication & Engagement
- Establish effective communication channels between Infosys and stakeholders, enabling clear feedback loops and timely communication of service updates, risks and changes
- Support programme‑wide communication strategies to ensure ESR stakeholders understand service capabilities and changes
- Facilitate collaboration across NHS user communities and Infosys delivery teams
- Issue Escalation & Resolution Management
- Act as the escalation point for critical service issues and customer concerns
- Coordinate resolution across Application Support, Infrastructure & Technical and Change & Release teams
- Ensure timely resolution and transparent communication throughout incident lifecycles
- Maintain customer confidence during service disruptions
- Continuous Improvement & Customer Advocacy
- Identify service improvement opportunities based on customer feedback, service performance trends and operational challenges
- Promote adoption of best practices across organisations
- Work with delivery teams to implement service improvement initiatives
- Governance & Reporting
- Provide regular reporting on customer satisfaction, service performance, risks and escalations
- Participate in joint governance forums with programme leadership
- Ensure adherence to governance, compliance and audit expectations
Key Skills & Experience
Essential
- Proven experience in client relationship management within IT services or managed services environments
- Strong stakeholder management experience in complex, multi‑party programmes
- Experience working with the public sector
- Knowledge of service delivery frameworks such as ITIL or similar
Desirable
- Experience with Oracle E-Business Suite / ESR systems
- Understanding of HR, Payroll and workforce systems
- Experience in large‑scale transformation or transition programmes
Key Competencies
- Stakeholder relationship management
- Strategic communication and influencing
- Service orientation and customer focus
- Problem‑solving and escalation management
- Commercial awareness and contractual understanding
Preferred
- Excellent planning skills for release and delivery planning
- Excellent problem‑solving skills
- Experience coaching and mentoring team members, managing 5+ team members
- Experience with Lean, Agile development methodologies and ITIL Methodologies
Personal
- High analytical skills
- High customer orientation
- High quality awareness
Equal Opportunity
All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.
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