At a Glance
- Tasks: Manage client relationships and ensure service satisfaction in a dynamic environment.
- Company: Join Infosys, a leader in IT services with a commitment to diversity.
- Benefits: Competitive salary, bonuses, and opportunities for professional growth.
- Other info: Work in a collaborative setting with excellent career advancement opportunities.
- Why this job: Be the key point of contact and make a real impact on client success.
- Qualifications: Experience in client relationship management and strong stakeholder engagement skills.
The predicted salary is between 60000 - 80000 £ per year.
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 and Service Level Agreements (SLAs)
- Work closely with Service Delivery, Technical and Functional teams to translate client requirements into actionable delivery plans and 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 and timely communication of service updates, risks and changes
- Support programme‑wide communication strategies to ensure ESR stakeholders understand service capabilities and changes
- Facilitate collaboration across NHS user communities and Infosys delivery teams
- Issue Escalation & Resolution Management
- Act as the escalation point for critical service issues and customer concerns
- Coordinate resolution across Application Support, Infrastructure & Technical and 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 and 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
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 the public sector
- Knowledge of service delivery frameworks such as 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
- Excellent planning skills for release and delivery planning
- Excellent problem‑solving skills
- Experience coaching and mentoring team members, managing 5+ team members
- Experience with Lean, Agile development methodologies and ITIL Methodologies
Personal
- High analytical skills
- High customer orientation
- High quality awareness
Equal Opportunity
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.
Principal Consultant-Customer Relationship-UK in London employer: Fairygodboss
Infosys is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. As a Principal Consultant in the UK, you will benefit from competitive compensation, including bonuses, and have the opportunity to engage with diverse stakeholders in a collaborative environment. The company fosters continuous improvement and values your contributions, ensuring that you play a vital role in delivering integrated HR and Payroll services while enjoying a supportive and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Consultant-Customer Relationship-UK in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. Building relationships can open doors to opportunities that aren’t advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in the role.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it relates to the Principal Consultant role. Highlight your client relationship management skills and any relevant projects you've worked on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Principal Consultant-Customer Relationship-UK in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Principal Consultant. Highlight your experience in client relationship management and any relevant IT services you've worked with. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've managed stakeholder relationships and delivered service excellence in the past. We love a good story!
Showcase Your Problem-Solving Skills:In your application, don't forget to mention your problem-solving abilities. Give us examples of how you've tackled challenges in previous roles, especially in complex environments. We value candidates who can think on their feet!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Fairygodboss
✨Know Your Stakeholders
Before the interview, research the key stakeholders you’ll be working with. Understand their roles and how they interact within the ESR Central Team. This will help you demonstrate your ability to build strong relationships and show that you’re proactive about stakeholder engagement.
✨Master Service Delivery Frameworks
Familiarise yourself with service delivery frameworks like ITIL. Be ready to discuss how these frameworks can enhance service alignment and performance. Showing that you understand these concepts will highlight your expertise in managing client expectations and ensuring service satisfaction.
✨Prepare for Problem-Solving Scenarios
Think of examples from your past experience where you successfully resolved critical service issues or escalated concerns. Be prepared to walk through your thought process and the steps you took to maintain customer confidence during disruptions. This will showcase your problem-solving skills and service orientation.
✨Showcase Continuous Improvement Mindset
Be ready to discuss how you’ve identified service improvement opportunities in previous roles. Highlight any initiatives you’ve led that were based on customer feedback or performance trends. This will demonstrate your commitment to continuous improvement and customer advocacy, which are crucial for the role.
