Service Transformation Solution
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**Job Description:**
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* Drive RFI and RFP stage solution for IT Operations services transformation for large deals leveraging AI 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 * 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
**Key Responsibilities:**
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* 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
**Technical Requirements:**
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* 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
**Additional Responsibilities:**
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* 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
**Preferred Skills:**
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Technology\-\>AI\-Generative AI\-\>Generative AI \- Basic,Foundational\-\>Infra\-Process\-\>Infra\-Process\-Others,Technology\-\>Infra\_ToolAdministration\-ITSM\-\>HP Service Manager\-\>ITSM,Technology\-\>AI\-Data science\-\>Data Science \- Basic
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