Senior Consultant-Customer Relationship-UK

Job Description

Role OverviewThe 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 Responsibilities1. Client Relationship ManagementAct as the primary point of contact for ESR Central Team stakeholdersBuild and maintain strong, trusted relationships with: Central TeamProgramme stakeholders and user organisationsEnsure a structured and proactive engagement model across all service layersRepresent Infosys in governance forums, service reviews, and stakeholder meetings 2. Service Delivery AlignmentEnsure Infosys service delivery aligns with: Contractual commitmentsService Level Agreements (SLAs)Work closely with Service Delivery, Technical, and Functional teams to: Translate client requirements into actionable delivery plansEnsure service performance meets expectationsMonitor service health and proactively address risk areas 3. Stakeholder Communication & EngagementEstablish effective communication channels between Infosys and stakeholders, enabling: Clear feedback loopsTimely communication of service updates, risks, and changesSupport programme-wide communication strategies that ensure ESR stakeholders understand service capabilities and changesFacilitate collaboration across NHS user communities and Infosys delivery teams 4. Issue Escalation & Resolution ManagementAct as the escalation point for critical service issues and customer concernsCoordinate resolution across: Application Support teamsInfrastructure and Technical teamsChange & Release teamsEnsure timely resolution and transparent communication throughout incident lifecyclesMaintain customer confidence during service disruptions 5. Continuous Improvement & Customer AdvocacyIdentify service improvement opportunities based on: Customer feedbackService performance trendsOperational challengesPromote adoption of best practices across organisationsWork with delivery teams to implement service improvement initiatives 6. Governance & ReportingProvide regular reporting on: Customer satisfactionService performanceRisks and escalationsParticipate in joint governance forums with programme leadershipEnsure adherence to governance, compliance, and audit expectations Key Skills & ExperienceEssentialProven experience in client relationship management within IT services or managed services environmentsStrong stakeholder management experience in complex, multi-party programmesExperience working with public sector Knowledge of service delivery frameworks (ITIL or similar) DesirableExperience with Oracle E-Business Suite / ESR systemsUnderstanding of HR, Payroll, and workforce systemsExperience in large-scale transformation or transition programmes Key CompetenciesStakeholder relationship managementStrategic communication and influencingService orientation and customer focusProblem-solving and escalation managementCommercial awareness and contractual understandingPreferred Should be an excellent planner when it comes to perform release planning and other delivery planning. Should have excellent problem-solving skills Responsible for Coaching and mentoring team members with experience of managing 5+ team membersExperience with Lean / Agile development methodologies & ITIL Methodologies.PersonalBesides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:High analytical skillsHigh customer orientationHigh quality awarenessWhy InfosysInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.“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. Infosys is proud to be an equal opportunity employer.”