Senior Consultant-Customer Relationship

Job Description Role – Senior 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
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

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 life cycles

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 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

Experie…