Principal Consultant - IT Service Management - London, UK

Location – London, United Kingdom

Compensation – Competitive (including bonus)

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role:

As a Principal Consultant, you are an expert at contributing to different phases of the consulting lifecycle. You will be intensely involved in defining the problem, proposing and refining the solution. You will also play an important role in the development, configuration and deployment of the overall solution. You will guide teams on project processes, deliverables and contribute to the proposal development, client training and internal capability-building and help detail the project scope. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

Required:

• Own and govern IT Service Management (ITSM) processes in alignment with ITIL best practices, including Incident, Problem, Change, Request, Knowledge, Service Asset & Configuration Management (CMDB).
• Define, maintain, and enforce service management policies, procedures, RACI matrices, and operating models.
• Ensure adherence to agreed Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Key Performance Indicators (KPIs).
• Chair and manage governance forums such as Change Advisory Board (CAB) and Service Review meetings.
• Lead Major Incident Management (MIM), including stakeholder communication, coordination across teams, and post incident reviews.
• Ensure Change Management governance is followed, minimizing service disruption and managing change risks effectively.
• Define and track Service Improvement Plans (SIPs) to enhance service quality, efficiency, and customer satisfaction.
• Ensure effective use of ITSM tools (e.g., ServiceNow) for service tracking, reporting, and automation.
• Maintain accurate service data, CMDB integrity, and knowledge repositories.
• Provide leadership and management for a team of resources, including mentoring, coaching, and capability development.

Preferred:

• Good understanding of ITIL Process like Incident, Major Incident, Change & problem Management.
• Able to lead and manage the team of functional resources.
• Must have experience on Stakeholder engagement & Vendor Management.
• Good to have ITIL and Project Management certification.

Personal:

• High analytical skills.
• A high degree of initiative and flexibility.
• High customer orientation.
• High quality awareness.
• Excellent verbal and written communication skills.

About Infosys:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 50 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 the many next of 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 can help your enterprise navigate your next.

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.