Infosys
Principal Consultant-Customer Relationship-UK
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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.
Key Responsibilities
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
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 areas
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
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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
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
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
Essential
Key Skills & Experience
- 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
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Preferred
- 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.
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
Why Infosys
Infosys 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.”
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