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 area
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 lifecycles
* 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)