Senior Consultant-Customer Relationship-UK

Overview

In this Senior Consultant role, you will act as the primary liaison for ESR Central Team stakeholders, guiding Infosys service delivery to align with contractual and governance expectations. You will manage multi-stakeholder relationships, drive proactive engagement, and oversee issue resolution and governance reporting. You will translate client needs into actionable delivery plans and support HR/Payroll service integration within the ESR programme. This role offers impact across a complex public-sector-like environment, with a focus on service quality, risk management, and continuous improvement.

Pay / Benefits

• Competitive compensation including bonus

Responsibilities

• Client Relationship Management: act as main contact for ESR Central Team and programme stakeholders; build trusted relationships and ensure proactive engagement across service layers
• Service Delivery Alignment: translate requirements into delivery plans; monitor service performance and address risks to meet SLAs
• Stakeholder Communication & Engagement: establish clear feedback loops and timely service updates; support ESR-wide communication strategies
• Issue Escalation & Resolution Management: act as escalation point for critical issues; coordinate across Application Support, Infrastructure, and Change & Release teams
• Continuous Improvement & Customer Advocacy: identify improvement opportunities from feedback and performance trends; implement service improvements
• Governance & Reporting: provide regular reports on satisfaction, performance, risks; participate in governance forums

Key requirements

• Proven client relationship management experience in IT services or managed services
• Strong stakeholder management in complex, multi-party programmes
• Experience working with public sector
• Knowledge of service delivery frameworks (ITIL or similar)

• Stakeholder relationship management
• Strategic communication and influencing
• Service orientation and customer focus
• ITIL or similar service framework knowledge
• Oracle E-Business Suite / ESR systems (desirable)
• HR, Payroll, and workforce systems understanding (desirable)

…