Project Manager – Business Service Desk

About Infosys

Infosys stands as a global frontrunner in next-generation digital services and consulting, supporting clients in over 56 countries through their digital transformation journey. With more than 40 years of experience in managing global enterprise systems, Infosys powers digital agility and performance utilizing AI-driven cores and an ever-evolving learning culture. Recognized for the second consecutive year as New Zealand's top employer, the organization fosters a workplace centered on purpose, growth, inclusivity, and excellence.

Role Overview

As a Project Manager for the Business Service Desk, you'll hold comprehensive responsibility for managing service desk operations across multiple service lines. Ensuring adherence to service level agreements and key performance indicators, you'll champion delivery quality, stability, and improvement initiatives—including automation and transformation efforts. This position requires close collaboration with stakeholders, governance management, and resolution of escalations, while overseeing large, geographically distributed teams.

Key Responsibilities

• Oversee complete Service Desk delivery spanning various service lines, ensuring operational excellence.
• Maintain compliance with SLA/KPI targets alongside consistent service quality and operational stability.
• Serve as the main liaison for internal and external stakeholders managing governance forums and handling escalated issues.
• Drive strategic projects, continuous improvement programs, and automation initiatives.
• Lead reactive and proactive management of major incidents, risks, and any service interruptions.
• Administer project financials, emphasizing cost control, optimizing margins, and preventing budget overruns.
• Identify, assess, and mitigate operational risks and SLA breaches.
• Assure business continuity preparedness and guarantee seamless service operations.
• Support growth through new business opportunities, solution development, and service expansions.
• Produce and oversee service reporting, conduct performance reviews, and fulfill additional leadership tasks as needed.

Leadership and People Management

• Command large teams based in New Zealand and India with a diverse multi-regional presence.
• Drive workforce planning, capability enhancement, and team performance management.

Necessary Skills and Experience

• Proficiency in service delivery management, financial oversight, and stakeholder engagement.
• Experience navigating SLA-based environments with robust governance practices.
• Knowledge of IT Service Management systems such as ServiceNow, including incident and service operations management.
• Understanding of networking, telecommunications, and enterprise-level support frameworks.
• 12 to 18 years of total experience within IT or operations sectors, with 8 to 10 years in leadership roles.
• Proven track record managing large teams, multi-region/global service delivery, and comprehensive service desk operations.
• Preferred qualifications include ITIL certification and experience servicing telecommunications clients in the ANZ region.

Recruitment Details and Commitment

The selection process is crafted to align candidate capabilities and values with Infosys’s culture, which may include screenings, technical interviews, and value-based discussions. Infosys prioritizes accessibility by providing reasonable adjustments for candidates with disabilities or health conditions.

Note that Infosys only considers applications submitted directly through official channels and does not entertain unsolicited third-party resumes.

Infosys is devoted to equal opportunity, diversity, and cultivating an inclusive work environment where employment decisions are based solely on merit and performance.