Role – Senior Associate Consultant
Technology – IT Support
Location – Stuttgart, Germany
Compensation – Competitive (including bonus)
Job Description
Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.
Your role
As a Senior Associate Consultant, you are an expert at contributing to different phases of the consulting lifecycle. You will be intensely involved in; you will define the problem, propose and refine the solution. You will also play an important role in the development, configuration and deployment of the overall solution. You will guide teams on project processes, deliverables and contribute to the proposal development, client training and internal capability-building and help detail the project scope. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.
Required
- Site Operations & Service Management (Mannheim)
o The Team Lead - Site Operations & Service Management is responsible for the overall management, governance, and operational excellence of the Mannheim site. The role acts as the primary onsite lead for Workplace Services, Asset Management, Incident Management, Service Quality, and Vendor Coordination while working closely with the Infosys Service Delivery Manager (SDM). The position ensures alignment with Infosys’ governance, contractual obligations, service level agreements (SLAs), and customer satisfaction targets.
o Site Operations & Service Management
Lead end-to-end IT service operations for the Mannheim site.
Act as the primary onsite contact for workplace and Onsite track and end-user services.
Ensure compliance with Infosys governance, operational standards, and service delivery processes.
Support the Infosys SDM with service reviews, operational reports, analysis, and continuous improvement initiatives.
Maintain strong stakeholder engagement and communication across business and IT functions.
- Workplace Hardware & Asset Lifecycle Management
o Manage the complete hardware lifecycle, including demand planning, procurement, deployment, refresh, break-fix, reuse, and disposal.
o Maintain workplace device standards and hardware catalog governance.
o Ensure asset accuracy across ServiceNow, DSMT, and related asset management tools.
o Lead hardware refresh and lifecycle programs.
o Ensure compliance with security, sustainability, recycling, and data disposition policies.
o Maintain stock, warehouse, and onsite storage areas in an organized and audit-ready state.
o Coordinate equipment transfers between sites and ensure timely inventory updates.
- End User Computing (EUC) & Onsite Support
o Lead onsite support and deskside operations to meet SLA commitments.
o Govern IMACD (Install, Move, Add, Change, Decommission) activities.
o Manage Engineer and Site Users New Hire, Asset Refresh onboarding and offboarding activities, including provisioning and decommissioning of assets.
o Oversee walk-in centers, experience centers, premium desks, pack stations, vending solutions, and field support services.
o Coordinate hands-and-feet support for infrastructure and project activities.
o Ensure local language readiness, workforce planning, and service coverage models.
- ITSM, Governance & Service Quality
o Ensure adherence to ITIL-based Incident, Problem, Asset, Capacity, and Availability Management processes.
o Monitor Quality and SLA performance, KPI achievement, CSAT results, and service quality metrics.
o Drive Root Cause Analysis (RCA), Known Error Management, and preventive action plans.
o Maintain CMDB accuracy through audits and reconciliation processes.
o Lead Continuous Service Improvement (CSI), process optimization, and automation initiatives.
o Support technology refresh strategy, lifecycle planning, and capacity forecasting.
o Own Mannheim site Incident, Service Request, and Interaction management performance.
o Ensure weekly and monthly SLA targets remain within agreed service thresholds.
o Conduct daily, weekly, and monthly ticket reviews and trend analysis.
o Ensure proper categorization and routing of non-scope requests in collaboration with the Infosys SDM.
o Maintain ticketing compliance and ServiceNow process adherence.
o Monitor and improve:
o SLA Performance
o Overdue Backlog
o Reopened Tickets
o Reassigned Tickets
o Customer Satisfaction (CSAT)
o Quality Compliance
- Project Management & Delivery Support
o Coordinate project-related activities with the Infosys SDM.
o Support project planning, resource allocation, capacity management, and delivery timelines.
o Ensure commercial and operational confidentiality is maintained.
o Provide regular project status updates and progress reporting.
o Monitor project risks, dependencies, and operational impacts.
o Lead and mentor onsite support teams.
o Ensure daily attendance tracking and workforce reporting by 09:30 AM.
o Drive accountability, service excellence, and operational discipline.
o Promote a customer-focused, quality-driven culture.
o Daily Team Hurdles or Meetings towards servie
o Act as a role model through professionalism, technical expertise, resilience, and strong communication skills.
- Vendor & Stakeholder Management
o Manage relationships with OEMs, logistics providers, and third-party service vendors.
o Monitor vendor performance against contractual SLAs.
o Drive escalation management and service improvement initiatives with suppliers.
o Collaborate with procurement, finance, facilities, asset management, and IT leadership teams.
o Support governance reviews and operational meetings.
- Required Skills & Experience
o Strong experience in Workplace Services and End User Computing (EUC).
o Experience in Asset Lifecycle Management and Hardware Operations.
o Advanced knowledge of ITIL and ITSM processes.
o Strong expertise in Incident, Problem, Change, Asset, and Configuration Management.
o Experience managing IMACD and Field Service operations.
o Knowledge of ServiceNow and other enterprise ITSM platforms.
o Vendor management and SLA governance experience.
o Strong reporting, analytics, KPI, and CSAT management capabilities.
o Understanding of security, compliance, and data protection requirements.
o Experience driving automation and process improvements.
o Excellent stakeholder management skills.
o Strong analytical and problem-solving capabilities.
o High attention to detail and quality focus.
o Ability to perform effectively under pressure.
o Strong communication and influencing skills.
o Proven ability to lead teams and drive service excellence.
o This Position Requires Close collaboration and alignment with Infosys SDM towards Service Delivery
o Reports functionally to the Infosys Service Delivery Manager (SDM)
o Team Lead Serves as the primary onsite lead for Mannheim site operations
o Coordinates Primarily with Infosys SDM,customer stakeholders, vendors, and service partners post full alignment with Infosys.
Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
- High analytical skills
- A high degree of initiative and flexibility
- High customer orientation
- High quality awareness
- Excellent verbal and written communication skills
About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.
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 