Service Transformation Lead - IT Operations

Role Summary :

• Drive RFI and RFP stage solution for IT Operations services transformation for large deals, leveraging AI and GenAI, and the reimagined services.

• Work closely with CSG, customers, Large Deals team and AI Solution Leads, and other Infosys CoEs, to create transformative solutions to deliver efficiency and productivity improvement.

• Identify best-fit solutions leveraging Infosys IP and 3rd party solutions, and ensure client alignment with the solution and dependencies, and own up overall productivity improvements.

• Develop comprehensive service transformation solution for the program and own the outcome committed in deals during RFP stage.

• Work with Account / Service Line teams for ticket analysis, use case identification.

• Own tools rationalization, traditional automation and process related PI improvement solutions.

• Create solution documents/presentations, Orals deck, identify benefits.

• Create overall transformation roadmap/timelines.

• Participate in customer discussions and Orals presentations as IT Ops SME and Service Transformation Lead.

• Collaborate with COEs, AI Solution Leads and Platform teams on solution development and demo setup for client meetings.

• Conduct detailed workshops with customers and account leads to identify opportunities for Service Transformation in existing engagements and create roadmaps.

• Provide estimates for overall service transformation and commit on PI outcomes.

• During contracting and negotiation process ensure that all necessary assumptions and terms to enable the service transformation is included in MSA and SoWs.

• Transition to execution role post deal wins to plan, track, measure and report against committed improvements.

Account Service Transformation :

• Develop comprehensive service transformation strategy for the program, including scope, timelines, budgets, and resource allocation for implementing the same (project charter). Align the strategy and plan with delivery team, client team and Infosys COEs.

• Collaborate with internal and external stakeholders to design and implement solutions, ensuring alignment with business goals and transformation objectives.

• Provide regular updates and reports to stakeholders on transformation status, milestones, and potential risks.

• Implement and maintain quality assurance processes to ensure the delivery of high-quality AI and software solutions.

• Conduct regular reviews and assessments to measure performance of service transformation outcomes against agreed KPIs.

Account Service Transformation :

• During execution, drive implementation of the transformation solution, including working with CSG and client counterparts for necessary approvals.

• Work with Infosys CoEs to bring the best-in-class capability to support the account team in implementing the solutions.

Skills :

• Excellent hands-on knowledge of IT Operations (AMS or Infra Ops), ITIL processes, ITSM (ServiceNow / JIRA) and Observability Tools (Dynatrace, AppDynamics, Datadog, Splunk, etc.) Experience in bringing productivity improvements in managed services engagements.

• Structured problem solving, program management and consulting skill sets.

• Technical awareness on GenAI, Agentic AI, Data Science, and software development methodologies.

• Experience in bringing Service Transformation and productivity improvements in managed services operations.

• Collaboration and teamwork, to work with client teams, account team and Infosys CoEs, to deliver committed outcomes.

• Good verbal and written communication skills, presentation skills.