Role – Principal Consultant
Technology – Customer Relationship
Location – UK
Business Unit – ORC
Compensation – Competitive (including bonus)

Job Description

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 ..

• 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

• 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 areas

• 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

• 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

• 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

• 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

• 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)

• Experience with Oracle E-Business Suite / ESR systems
• Understanding of HR, Payroll, and workforce systems
• Experience in large-scale transformation or transition programmes

• Stakeholder relationship management
• Strategic communication and influencing
• Service orientation and customer focus
• Problem-solving and escalation management
• Commercial awareness and contractual understanding

• 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 members
• Experience with Lean / Agile development methodologies & ITIL Methodologies.

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