Project Manager - Business Service Desk

Project Manager – Business Service Desk Location: New Zealand (Wellington, Christchurch, Auckland) Key Responsibilities Own end-to-end Service Desk delivery across multiple service lines Ensure SLA/KPI adherence, service quality, and operational stability Act as primary interface for stakeholders, managing governance forums and escalations Lead strategic initiatives, automation, and continuous improvement programs Manage major incidents, risks, and service disruptions Own Project financials, drive cost optimization, and margin performance (ensure healthy margins, prevent overruns) Manage operational risks, SLA exposure, and mitigation plans Ensure BCP readiness and service continuity Support new business opportunities, solutioning, and expansions Drive service reporting, performance reviews, and ad hoc leadership tasks People & Delivery Leadership Lead large teams (NZ and India) Manage diverse, multi-region teams across geographies Drive team performance, capability building, and workforce planning Skills & Expertise Strong service delivery, financial and stakeholder management capabilities Experience in SLA-driven environments and governance frameworks Knowledge of ITSM (ServiceNow), incident management, and service operations Good understanding of networking, telecom, and enterprise support environments Experience 12–18 years overall experience in IT/Operations 8–10 years in leadership roles Proven experience managing: Large teams Multi-region/global delivery End-to-end service desk operations Preferred ITIL certification Experience in enterprise or telecom environments Experience handling TELCO clients in ANZ location Equal Opportunity Statement 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. #J-18808-Ljbffr