Service Head-Client Operations

As a Service Head-Client Operations at Infosys, your role involves being responsible for delivery, transformation, client management, and P&L for Customer Service and Global Service Desk Accounts. You will be managing multiple accounts with a large team across various geographies, overseeing day-to-day SLAs and key deliverables. Your responsibilities will include coordinating and partnering with clients for engagement level issues and concerns, anchoring key internal and external meetings, and planning resources while monitoring governance adherence within the engagement. In this role, you are expected to identify, assess, and mitigate risks, provide escalation management, anticipate and make trade-offs, and propose corrective actions to ensure project progression. You will work closely with stakeholders across the ecosystem and other vendor teams to uncover dependencies and create action plans around those dependencies. Your experience in Customer Service and Service Desk Operations for Large HiTech Global Clients will be crucial, along with significant exposure to Deal Cycle, Solutioning, Deal structuring, and commercials. To excel in this position, you must have expertise in program and project management in cross-functional roles with significant scope. Your ability to influence stakeholders without holding decision-making authority, manage a team with competing priorities, and provide level-headed guidance during unexpected events is essential. You should be capable of self-starting and creating direction in a rapidly changing and often ambiguous environment. Additionally, willingness to map your schedule with process and client working hours is required for successful performance in this role. Qualifications Required: - 15+ years of experience in Customer Service and Service Desk Operations for Large HiTech Global Clients - Significant exposure to 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 - Strong team management skills with the ability to provide guidance during unexpected events - Self-starter with the capability to navigate a rapidly changing and ambiguous environment efficiently Please note that the above description pertains to the responsibilities, qualifications, and expectations associated with the Service Head-Client Operations role at Infosys.,