Senior Consultant – Customer Relationship (London)

About the role

The Senior Consultant – Customer Relationship will serve as the primary interface between Infosys and the ESR Central Team, managing client relationships and ensuring service satisfaction across a complex, multi‑stakeholder environment.

Key responsibilities

• Act as the primary point of contact for ESR Central Team stakeholders and build trusted relationships with programme and user organisations.
• Represent Infosys in governance forums, service reviews and stakeholder meetings.
• Align Infosys service delivery with contractual commitments and Service Level Agreements, translating client requirements into actionable delivery plans.
• Monitor service health, address risks proactively and ensure performance meets expectations.
• Establish communication channels to provide clear feedback, service updates and manage changes.
• Escalate and coordinate resolution of critical service issues across application support, infrastructure, technical and change & release teams.
• Identify improvement opportunities from customer feedback, performance trends and operational challenges, advocating best practices.

Required profile

• Senior‑level professional with proven experience in client relationship management within complex, multi‑stakeholder environments.
• Demonstrated ability to engage with governance bodies, programme stakeholders and user communities.
• Strong understanding of service delivery frameworks, contractual obligations and SLA management.
• Experience coordinating cross‑functional technical and functional teams to resolve incidents.
• Ability to communicate clearly with both business and technical audiences.

Required skills

What we offer

• Competitive compensation package including performance bonus.
• Opportunity to work on an integrated HR and Payroll service programme for the NHS.
• Exposure to senior stakeholders and governance forums.