Lead - Client Operations & Services
Infosys (company site, opens in a new tab)BengaluruOn-siteDirect career pageEst. 18–28 LPA
Posted on 21 Sept
Reach people at Infosys
People at this company you can reach
Log in to see who works here
Create a free account or log in to see the people at Infosys you could write to:
- Recruiters & HR
- People in this function
- Work addresses
Your match
Against your primary resume
Log in to see your match score
Create a free account or log in to unlock your CV match score across:
- Role fit
- Experience
- Industry relevance
Protocol Intelligence
How competitive this role is
Competition
Background fit
Strictness
Log in to see why each signal reads the way it does.
Job description
Structured overview of role & requirements
About This Role
- Accountable for end-to-end service delivery and operational governance of a large Service Desk engagement with 170 employees.
- Own SLA/OLA/KPI management, client stakeholder relationships, escalation handling, and financial/commercial outcomes including revenue margins and cost optimization.
- Lead multi-layered team management, talent development, compliance, risk mitigation, and drive operational transformation including automation and process improvements.
Minimum Requirements
- Experience managing large-scale Service Desk operations with multi-level teams (including L1 to L5 support) or equivalent.
- Proven ability in client stakeholder management and escalation ownership at senior levels.
- Financial ownership including revenue margin management and cost optimization experience.
- Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced in leading complex service delivery operations with strong governance and SLA accountability.
- Skilled at balancing client expectations with delivery commitments, risk, and transformation priorities.
- Comfortable managing large teams with layered leadership and driving continuous improvement through automation and process re-engineering.