Principal Consultant-Customer Relationship-UK NEW

Infosys Limited
Job Details

Principal Consultant – Customer Relationship – UK

Role: Principal Consultant

Technology: Customer Relationship

Location: UK

Business Unit: ORC

Compensation: Competitive (including bonus)

Job Description

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

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 and 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 areas

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)

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

• Should be an excellent planner when it comes to performing 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 members
• Experience with Lean / Agile development methodologies & ITIL Methodologies

Personal

Besides the professional qualifications of the candidates, we place great importance in addition to various forms of personality profile. These include:

• High analytical skills
• High customer orientation
• High quality awareness

Equal Opportunity Statement

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.