About Infosys:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over three 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.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Roles & Responsibilities – Infosys Service Manager

Service Delivery, Communication
• Act as SPOC for all TAF Services for respective BU
• Escalation point for Tower SPOC’s
• Interface for Daimler Tower representative for respective BU
• Responsible to monitor Incidents & Service Requests on daily basis with Tower SPOC
• Responsible to co-ordinate internally ( with operating model/central services) for any issues / problems that requires prioritisation, Co-ordinate with Daimler Stakeholders
• Responsible to support cluster lead to resolve any topics raised by them.

Governance, Reporting
• Responsible to set up and manage local Governance cadence(Weekly) with the relevant Daimler stakeholder for BU
• Manage local Risk and issue tracker at Local level.
• Follow the reporting template provided by DMO for weekly governance meeting
• Responsible to monitor Incidents & Service Requests on daily basis with Tower SPOC’s

Financial and vendor co-ordination
• Responsible for SOT and POP approvals
• Responsible to co-ordinate & carry out performance review with Infosys partners/suppliers (novated contract suppliers /Managing partner/Infosys partners)
• Responsible for new Demands

Key Best Practices
• Review SNOW / IT Shop on daily basis regularly ( Start & End of day minimum)
• Daily Stand-up with Infosys tower SPOCs
• Participate in P1/MIM bridge for location
• Weekly Review with Regional Lead of DTG and Infosys SD , DaaS Delivery Owner along with Tower SPOC’s

KPI
• No of escalations to CL
• SLA adherence for BU
• Ageing of Tickets (Secondary)
• Open Service Requests (DaaS , Joiner) (Secondary)
• Timely SOT/ POP Approvals

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“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.”