Role
Single face of delivery to client & CFG, bringing together the strategies, delivery and operations across service lines; Structured collaboration between service lines to bring the best of Infosys to the Client; Jointly own P&L along with MCO/Client Partner; Bring best of Service line capabilities to client; Drives innovation and transformation within account delivery; Drive, Monitor, Control account operations.
Co-create the business plan for the account; Implement Infosys strategic initiatives & big bets at the account level; review and guide delivery processes; anchor large pursuits and track pipelines; manage account operations; drive reskilling agenda for the account; liaison with clients and form strategic alliances; drive account-level initiatives WITH THE OBJECTIVE OF ensuring the highest levels of project delivery in the Delivery Unit WITHIN the guidelines, policies and norms of Infosys. The Delivery Partner will be supported by Account HR Partner (AHRP) & Quality Partner (QP) apart from other enabler functions.
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Areas of Responsibility
Business Planning The Delivery Partner will work with Client Partner in preparing an overall account business plan along with the Industry Head IN ORDER TO increase topline of the account as well as increase digital business for the account. The account plan will also cover budget for revenue, margins, manpower and competency needs Strategic Initiatives The Delivery Partner will implement Infosys strategic initiatives big bets like growth of digital business, improvement in automation based savings, reskilling agenda etc. in the account across all service lines as per company goals. Prospecting The Delivery Partner will collaborate with the Industry Head in identifying new business opportunities, market analysis, competitor analysis and Go-to-Market strategy IN ORDER TO acquire new business and expand existing business Proposals The Delivery Partner will anchor large complex and strategic pursuits, review and approve Proposals (Solution, Estimation, Financial modeling, Project Plan) IN ORDER TO ensure viability of proposals Alliance The Delivery Partner will identify and create appropriate alliances IN ORDER TO fulfill new service requirements for clients Contracting & Agreement The Delivery Partner will review Master Services Agreement (MSA) from a compliance and execution perspective IN ORDER TO validate and sign-off on contractual requirements and will ensure this is being implemented and tracked successfully. Quality Planning The Delivery Partner will define Q& P goals for the account and participating service lines, focus on continuous improvement and innovation IN ORDER TO ensure compliance and improve productivity Risk Planning The Delivery Partner will conduct Risk Assessment and Mitigation Planning, conduct high-risk project reviews and ensure governance of complex engagements IN ORDER TO minimize and mitigate account risks Account Tracking and Control The Delivery Partner will provide Delivery Governance, track and control account execution IN ORDER TO achieve Delivery excellence People Management The Delivery Partner will understand the aspirations of employees and work with them on their career path. S/he will plan for and mentor employees on their competency development / reskilling, implement performance management as per organizational guidelines, provide inputs on C&B for the employees and establish Rewards & Recognition mechanisms at the account level. S/he will also drive team building activities, review and take corrective actions to comply with company HR processes, and participate in recruitment activities IN ORDER TO motivate the team to ensure successful delivery of the projects Operations Management The Delivery Partner will review account operations, Invoicing, AR, RAR, resource utilization, conduct operations review and review budgets, resource plans and subcontractor management processes. S/he will track utilization and expenses, facilitate internal systems and approvals and conduct financial analysis IN ORDER TO meet OEI targets for the account. Client Management The Delivery Partner will listen to and act on customer feedback (CSAT/Engagement Feedback), get involved in processes and activities related to client visits, client relationship management, CSAT, Engagement Feedback, SLA management, issue and escalation management IN ORDER TO achieve high levels of client satisfaction Strategy & Road Map Definition (Technical & Domain) The Delivery Partner will provide inputs on strategy and thought leadership at sub-vertical level IN ORDER TO proactively respond to changing customer needs and organizational goals Initiatives and Innovation The Delivery Partner will Implement innovation initiatives at account level, provide inputs to organization on technology needs, process innovation and people engagement which impact the Vertical/Company IN ORDER TO bring about systemic efficiencies Industry Solutions The Delivery Partner will identify opportunities and implement industry solutions for the vertical IN ORDER TO effectively differentiate Infosys services
Knowledge and Skills
Knowledge: Basic knowledge of five areas of Digital framework i.e. Insight, Innovate, Accelerate, Assure and Experience. Account Management; Project and Program Management; Technology - Knowledge of Architecture frameworks, Ability to comprehend & manage technology, Performance Engineering, In-depth understanding of Software Engineering principals; Quality frameworks; Process Knowledge; Domain knowledge at industry level
Skills: Ability to execute beyond sphere of influence . Strong change management skills, Negotiation skills, Client Interfacing skills, coaching and mentoring skills, Technical skills, People management skills, ability to handle ambiguity, ability to handle multiple / diverse stakeholders, ability to synthesize data and trends from multiple sources
Measurement Criteria / Metrics Business Planning Plan vs. actuals (Revenue, Margins) Prospecting % of revenue from new business
Addition of LOBs/services to the existing clients (Source: CRM) Proposals Win Loss Ratio (Source: CRM) Contracting & Agreement MSA compliance score Quality Planning CMM level compliance
Q&P goals Risk Planning Mitigation of account risks Account Tracking and Control Relationship scorecard People Management ESAT
Attrition
Effectiveness of Competency Development
Effectiveness of Leadership Development Operations Management OEI score
Client Management CSAT and engagement Feedback
Thought Leadership (Technical & Domain) Number of forums participated in/ Number of publications/blogs etc Initiatives and Innovation Number of a/c level initiatives leveraged by other accounts at Unit/Org level
Number of Org/Unit level initiatives driven in the DP account
Number of Unit/org initiatives participated in