Address 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 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 (NYSE: INFY) can help your enterprise navigate your next.
1.Job Purpose and responsibilities
1.1 Purpose of the Role
As a Senior Service Delivery Manager, you will be responsible for managing a several strategic engagements in the account. You will be part of the account team responsible to ensure that service delivery and operational support processes are on track to ensure consistent and seamless delivery of client service in an effective and cost-efficient manner.
The Service Delivery Manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager will embrace both administrative and technical functions, provide superb leadership and interpersonal skills, and be passionate about delivering end-to-end customer-driven solutions
1.2 Job Responsibilities
Relationship Management
➢ Handle customer queries / escalations about project/services executions
➢ Position Infosys as a trusted, easy partner to do business with.
Opportunity Identification & Qualification
➢ Provide analysis and ground intelligence to Engagement Manager/Client Executive regarding opportunities to further support and enhance current services being delivered
➢ Engage with the client early and proactively.
Proposal Development, negotiation & closure
➢ Responsible for supporting Engagement Manager/Client Executive in preparing proposals and SoWs through coordination with different stakeholders and with Infosys business units working on the proposal.
➢ Perform quantitative analysis to demonstrate business value to the client.
Contracting & MSA
➢ Support the Engagement Manager/Client Executive by providing a business-led view on items of contract negotiations to understand Infosys` position on such matters.
➢ Support negotiations for proposals
Account Management
➢ Oversee and direct the activities of the Service Delivery Team.
➢ Follow up with the client to sign SOWs, to release undisputed payments. Minimise revenue leakage for services delivered and enhance client satisfaction
➢ Work with the Engagement Manager/Client Executive to develop the Account Plan in conjunction with the other stakeholders
➢ Champion continuous improvement programmes, jointly developing strategies and incentives to enhance performance
➢ Negotiate and resolve contractual issues, including failure to meet contractual obligations
➢ Ensures that lessons learned from reviews are documented and promoted with all stakeholders
2 Customer Prospecting
➢ Provide support to Engagement Manager/Client Executive in the provision of introductions and account context to help efforts for opening diverse service-lines for increased services footprint.
3. Skills and qualifications
3.1 Job Skills
Qualification
Tertiary Qualification in IT / Computer Science / related discipline or equivalent experience.
A total of 8+ experience in Consulting and IT Services market.
5+ years ‘experience in Service Delivery Management / Project Management in Australia in the Consulting & IT Services market.
Prior experience of managing clients in an Enterprise Application Services environment would be highly desirable.
Understanding of Government industry trends and developments
Ability to do consultative solution engagements for outsourcing services and IT Solutions.
Ability to manage operations of client engagements.
Strong leadership, interpersonal, communication and presentation skills.
Australian citizenship required.
Active security clearance required with at least NV1.
Open to travel as per business requirements.
ITIL Essentials, Practitioner certified or equivalent
Has experience presenting to and briefing Senior executive stakeholders on project status updates, evaluation and reporting of engagement and communication activities, issues and risks.
4. SFIA Levels of Responsibility – Level 7 Responsibility Requirement
Autonomy
At the highest organisational level, has authority over all aspects of a significant area of work, including policy formation and application.
Is fully accountable for actions taken and decisions made, both by self and others to whom responsibilities have been assigned.
Makes decisions critical to organisational success.
Develops long-term strategic relationships with customers, partners, industry leaders and government.
Collaborates with leadership stakeholders ensuring alignment to corporate vision and strategy.
Complexity
Applies the highest level of leadership to the formulation and implementation of strategy.
Performs extensive strategic leadership in delivering business value through vision, governance and executive management.
Has a deep understanding of the industry and the implications of emerging technologies for the wider business environment.
Business Skills
Has a full range of strategic management and leadership skills.
Establishes governance to address business risk.
Ensures proposals align with the strategic direction of the organisation.
Assess the impact of legislation and actively promotes compliance and inclusivity.
Advances the knowledge and/or exploitation of technology within one or more organisations.
Security, privacy and ethics — provides clear direction and strategic leadership for the implementation of working practices and culture throughout the organisation.
Has established a broad and deep business knowledge
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. At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on Infosys_ta@infosys.com or include your preferred method of communication in email and someone will be in touch. Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
