Service Head-Client Operations

Job Alert !!

Position -Service Head-Client Operations

Experience - 15 + Years

Work location - Pune

 Responsible for delivery, transformation, client management and P&L

for Customer Service and Global Service Desk Accounts

 Manage multiple accounts with a large team across multiple

geographies. Oversee Day to day SLAs and key deliverables

 Coordinates and partners with the client for engagement level issues

and concerns

 Anchors the key internal and external meetings,

 Plan resources Monitor governance adherence within the

engagement and meet client & business requirements within the

guidelines, policies and norms of Infosys

 Identify, assess and mitigate risks, provide escalation management,

anticipate and make tradeoffs and propose corrective actions to keep

the projects moving forward

 Work with stakeholders across the ecosystem and other vendor (Sub

Contractor) teams to uncover dependencies and create action plans

around those dependencies

 Experience in Customer Service and Service Desk Operations for

Large HiTech Global Clients

 Should have significant exposure of Deal Cycle, Solutioning, Deal

structuring and commercials

 Expertise in program and project management in cross-functional

roles with significant scope.

 Ability to influence stakeholders without holding decision making

authority.

 Ability to manage a team with competing priorities and provide level-

headed guidance during unexpected events.

 Ability to self-start and create direction in a rapidly changing and

often ambiguous environment

 Willing to map own schedule with Process and Client Working hours