Today, the corporate landscape is dynamic, and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Role

In the role of Service Manager you will interface with key stakeholders in the Business unit of the client. Your primary responsibility is to ensure the Service Delivery and Service Quality in compliance with the contract and customer expectations. The Service Manager builds strong relationship with the business unit that are fostered by gathering customer feedback. Together with the local and central delivery teams you will ensure a smooth and stable service for the customer. To ensure a great customer experience and service delivery you will resolve escalations at your location. Based on your context knowledge and interactions with the stakeholders you ensure that new requirements and solutions will be delivery to the required quality. You will lead projects for your customer together with the delivery units. In addition, you will interact with the sales team to work on new opportunities of your business area.

You will be part of a learning culture where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Responsibilities

  • Develop a deep knowledge of the organization, setup, core processes and key stakeholders of the client IT business unit
  • Understand client IT business requirements and convert them into deliverables
  • Drive the business priorities through the delivery teams
  • Track and communicate the IT outcomes and IT metrics related to the business units.
  • Responsible for delivering the customer experience metrics
  • Ensure project and initiative progress, including consistent and effective communication. This includes managing escalation and avoiding risk.
  • Explain delivery processes, roles, and capabilities to the client IT business unit
  • Establish communication processes and channels between business and IT
  • Measure and communicate business value realized with the business stakeholder
  • Handling complaints and escalations and work closely with delivery to fix customer issues

Required

  • A completed, technical degree in the field of telecommunications, computer science or comparable.
  • Very good experience of IT operations and service delivery in the manufacturing industry
  • Good experience in the automotive or manufacturing industry.
  • In-depth professional experience in leading teams or managing larger project teams, ideally already in an international environment
  • Good knowledge of relevant IT standards such as ITIL, TMF, eTOM, and knowledge of agile development methods (Design Thinking, Scrum)
  • Very good interpersonal skills to drive the customer interaction and partnership journey
  • Willingness to travel and enjoy dealing with other cultures

Personal

Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:

  • High analytical skills
  • A high degree of initiative and flexibility
  • High customer orientation
  • High quality awareness
  • Excellent verbal and written communication skills in English and German

Why Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four 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.

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.

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