Service Transformation Consultant

Infosys; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Infosys in Bengaluru is seeking an IT operations and service transformation expert to lead end-to-end transformation programs within managed services. You will develop comprehensive transformation roadmaps, own deal outcomes from RFP through contract, and collaborate with COEs and platform teams to shape solutions.

The role requires hands-on IT operations knowledge, ITIL, observability tools, and familiarity with GenAI/data science basics.

Qualifications

• Bachelor degree in engineering or science related to IT.
• Strong experience in IT operations and service transformation.
• Proven ability to lead transformation programs in managed services.
• Excellent communication and stakeholder management.
• Knowledge of GenAI and data science basics.

Responsibilities

• Develop service transformation solutions and own deal outcomes.
• Collaborate with Account / Service Line for ticket analyses and use cases.
• Own tools rationalization and PI improvement solutions.
• Prepare solution doc and presentation materials.
• Create transformation roadmaps and timelines.
• Lead customer discussions as IT Ops SME and Transformation Lead.
• Coordinate with COEs and Platform teams for demos.
• Run workshops with customers to identify opportunities and roadmaps.
• Provide estimates for service transformation and PI outcomes.
• Ensure MSAs and SoWs include necessary assumptions during contracting.
• Smooth transition to execution post deal wins, tracking improvements.
• Define service transformation scope, budget, and resources.
• Align strategy with delivery and client teams.
• Provide regular status updates and risk reports.
• Implement QA processes for AI and software solutions.
• Review KPIs to measure transformation outcomes.

Skills

IT Operations

ITIL

Observability Tools

GenAI

Data Science

Program Management

Communication

Education

Bachelor of Engineering

Bachelor Of Technology

Bachelor Of Science

Bachelor Of Comp. Applications

Bachelor Of Computer Science

Tools

ServiceNow

JIRA

Dynatrace

AppDynamics

Datadog

Splunk

HP Service Manager

Job description

Educational Requirements

• Bachelor of Engineering,Bachelor Of Technology,Bachelor Of Science,Bachelor Of Comp. Applications,Bachelor Of Computer Science

Service Line

• Global Delivery

Responsibilities

• 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

Additional Responsibilities

• 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

Technical and Professional Requirements

• 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 written communication skills, presentation skills

Preferred Skills

• Foundational->Infra-Process->Infra-Process-Others
• Technology->Infra_ToolAdministration-ITSM->HP Service Manager->ITSM
• Technology->AI-Data science->Data Science - Basic
• Technology->AI-Generative AI->Generative AI - Basic