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: Be part of a collaborative team focused on continuous improvement and innovation.
- Why this job: Make a real impact by aligning service delivery with client needs.
- Qualifications: Experience in client relationship management and strong stakeholder engagement skills.
The predicted salary is between 60000 - 80000 £ per year.
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 and 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
- Enable clear feedback loops and 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
- 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, 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
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
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
- High analytical skills
- High customer orientation
- High quality awareness
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.
Principal Consultant-Customer Relationship-UK employer: Infosys
At Infosys, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Principal Consultant role in the UK provides not only competitive compensation but also ample opportunities for professional growth and development within a supportive environment. With a strong commitment to diversity and inclusion, we empower our employees to thrive while making a meaningful impact in client relationships and service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Consultant-Customer Relationship-UK
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for those interviews! Research the company and its culture, and think about how your experience aligns with their needs. Practise common interview questions and have some examples ready that showcase your skills in client relationship management and service delivery.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re really keen on joining our team!
We think you need these skills to ace Principal Consultant-Customer Relationship-UK
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Principal Consultant role. Highlight your experience in client relationship management and how it aligns with the job description. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that showcase your stakeholder management and service delivery alignment. This is your chance to shine, so let us know what you’ve got!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that gets straight to the point—this shows us you can communicate effectively!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you’re genuinely interested in joining our team at StudySmarter!
How to prepare for a job interview at Infosys
✨Know Your Stakeholders
Before the interview, research the key stakeholders you might 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 capability in ensuring Infosys meets its contractual commitments.
✨Prepare for Problem-Solving Scenarios
Think of examples from your past experiences where you successfully managed client issues or escalations. Be prepared to discuss your approach to problem-solving and how you maintained customer confidence during service disruptions. This will showcase your skills in escalation management.
✨Showcase Continuous Improvement Mindset
Be ready to talk about how you've identified service improvement opportunities in previous roles. Discuss any initiatives you’ve led based on customer feedback or performance trends. This will demonstrate your commitment to customer advocacy and continuous improvement, which is crucial for the role.
