Role : Principal Consultant
Location : Germany - Stuttgart (5 Days a week)
Technology/Experience Required: 12+ years in IT Infrastructure / Workplace Services, including 5+ years in Service Delivery Management
Job Description In this role you will be responsible for end-to-end delivery ownership, governance, operational excellence, and continual service improvement for Workplace and Client Management Services. The role will act as the primary customer-facing service leader for German stakeholders, ensuring SLA and KPI compliance, stable operations, stakeholder satisfaction, and delivery governance across hybrid workplace environments.
You will work closely with client leadership, service managers, architecture teams, security teams, suppliers, and global delivery teams to ensure predictable managed service outcomes aligned to ITIL, SAFe, contractual commitments, and business priorities.
Key Responsibilities A. Service Delivery & Governance - Own end-to-end service delivery for Workplace and Client Management Services.
- Act as the primary customer contact for all service-related matters.
- Monitor and govern SLA, KPI, service quality, and contractual compliance.
- Chair and lead Monthly Service Reviews, Operational Reviews, Quarterly Business Reviews, and Steering Committee meetings.
- Drive service performance improvement initiatives across process, technology, automation, customer experience, and operational maturity.
- Ensure stable, secure, and compliant delivery across all managed environments.
- Own governance reporting, service dashboards, risk registers, action trackers, improvement plans, and executive status updates.
- Ensure ITIL-aligned governance across Incident, Problem, Change, Request, Release, and Configuration Management processes.
- Lead major incident governance, escalation management, service restoration communication, and post-incident review follow-up.
B. Customer & Stakeholder Management - Build trusted relationships with client leadership, business stakeholders, and operational service owners.
- Manage service escalations through effective communication, structured governance, and transparent follow-through.
- Present executive-level service reports, improvement plans, operational insights, and risk / issue summaries.
- Coordinate with client service managers, architecture teams, security teams, suppliers, and internal delivery teams.
- Support strategic planning, service roadmap discussions, and transformation prioritization.
- Communicate effectively in German for client-facing interactions and in English for global delivery coordination.
C. SAFe & Agile Delivery Leadership - Participate actively in PI Planning, ART Syncs, Inspect & Adapt, and Portfolio Alignment sessions.
- Support backlog prioritization, capacity planning, dependency management, and release planning.
- Provide delivery governance aligned to SAFe and ITIL frameworks.
- Track risks, dependencies, impediments, and improvement opportunities across delivery streams.
- Collaborate with Product Management, Release Train Engineers, Scrum Masters, Architects, and delivery teams to improve predictability and delivery flow.
- Support Agile retrospectives and continuous improvement actions linked to service performance and business outcomes.
D. Leadership & Team Management - Lead multi-location delivery teams including service leads, workplace SMEs, endpoint engineers, operations teams, and support functions.
- Ensure resource planning, onboarding, knowledge transfer, backup coverage, succession planning, and skill readiness.
- Drive a culture of accountability, collaboration, customer focus, operational discipline, and continuous improvement.
- Support transition, transformation, service stabilization, and BAU optimization activities.
3. Workplace Technology Landscape The candidate should have experience managing services related to the following workplace technology domains: Domain Relevant Service Areas Client & Endpoint Management Cloud Client Management; Microsoft 365 Endpoint Management; Microsoft Intune / Endpoint Manager; Client Operations; Endpoint Compliance Lifecycle Services Device Lifecycle Management; Software Lifecycle Management; Application Deployment; Patch and Release Coordination Security & Compliance Security and Compliance Management; Endpoint Security Controls; Access and Policy Governance; Audit Readiness Hybrid Workplace Hybrid Workplace Environments; Remote Workforce Enablement; Device Provisioning; Digital Employee Experience Services Global Operations Global Workplace Support Services; Service Desk Integration; Supplier Coordination; Queue and Service Performance Management
Education: Graduate degree or a Post graduation degree in Computer Science, Information Technology, Engineering, or related discipline.
Languag e: Fluent German (C1/C2) and English business proficiency.
Service Management: Strong ITIL-aligned experience in SLA / KPI management, service governance, incident management, problem management, change management, request management, and reporting.
Agile / SAFe: Experience participating in PI Planning, ART Syncs, Inspect & Adapt, backlog prioritization, dependency management, release planning, and portfolio alignment forums.
Technical Exposure: Good understanding of workplace technologies, endpoint management, client operations, device / software lifecycle, Microsoft 365 endpoint management, security, and hybrid workplace environments.
Stakeholder Management: Experience managing German / EU client stakeholders, service managers, architects, security teams, suppliers, and global delivery teams.
Experience - 10-12 years of overall IT experience with strong hands-on exposure to SharePoint Online, Microsoft 365, Azure integration, and enterprise collaboration.
- Demonstrated experience in SharePoint design and build, M365 governance, security and compliance, user onboarding, workflow automation, hypercare, BAU support, stakeholder management, and technical leadership.
Technical Skills - Ability to manage German-speaking client governance forums and executive escalations.
- Experience delivering Workplace / Client Management Services in enterprise or regulated environments.
- Understanding of ITIL practices and practical examples of SLA recovery, major incident management, and continual service improvement.
- Experience participating in SAFe ceremonies such as PI Planning, ART Syncs, Inspect & Adapt, and portfolio alignment.
- Ability to explain endpoint management, device lifecycle, software lifecycle, security compliance, and hybrid workplace support concepts at service governance level.
- Experience working with multi-location delivery teams, suppliers, architecture, security, and client service management stakeholders.
Qualifications & Certifications - Bachelor's degree in Computer Science, Engineering, or related field
- Microsoft certification preferred:
- MS-102 Microsoft 365 Administrator Expert and/or SC-400 Information Protection and Compliance Administrator
- SC-300 Identity and Access Administrator, PL-500 Power Automate, AZ-104 Azure Administrator, or relevant SharePoint / M365 certification
About Infosys Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of 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 continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys 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.
