Oracle EBS CRM Consultant

Key Responsibilities

1. 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

2. Service Delivery Alignment

• Ensure Infosys service delivery aligns with:
• Contractual commitments
• Service Level Agreements (SLAs)
• Work closely with Service Delivery, Technical, and Functional teams to:
• Translate client requirements into actionable delivery plans
• Ensure service performance meets expectations
• Monitor service health and proactively address risk area

3. Stakeholder Communication & Engagement

• Establish effective communication channels between Infosys and stakeholders, enabling:
• Clear feedback loops
• Timely communication of service updates, risks, and changes
• Support programme-wide communication strategies that ensure ESR stakeholders understand service capabilities and changes
• Facilitate collaboration across NHS user communities and Infosys delivery teams

4. Issue Escalation & Resolution Management

• Act as the escalation point for critical service issues and customer concerns
• Coordinate resolution across:
• Application Support teams
• Infrastructure and Technical teams
• Change & Release teams
• Ensure timely resolution and transparent communication throughout incident lifecycles
• Maintain customer confidence during service disruptions

5. Continuous Improvement & Customer Advocacy

• Identify service improvement opportunities based on:
• Customer feedback
• Service performance trends
• Operational challenges
• Promote adoption of best practices across organisations
• Work with delivery teams to implement service improvement initiatives

6. 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 public sector
• Knowledge of service delivery frameworks (ITIL or similar)

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