Project Manager - Business Service Desk

About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. We empower the business with an AI-powered core and agile digital at scale to deliver performance and customer satisfaction, supported by a culture of care, inclusion, and excellence. Join Infosys and be part of a culture that’s not just promised—it’s certified. Job Description Project Manager – Business Service Desk The Project Manager – Business Service Desk is responsible for end-to-end ownership of service desk operations, ensuring SLA adherence, delivery excellence, and strong stakeholder engagement. The role drives service performance, governance, transformation initiatives, and automation-led improvements, while managing large, distributed teams. 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 Recruitment and Selection Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step. We are an equal opportunity employer and provide accommodations for candidates with disabilities or in need of adjustments during the recruitment process. If you require assistance, please contact our Recruitment team. Please note: Infosys does not accept unsolicited resumes from third-party vendors unless there is a signed agreement. All recruitment activity is coordinated through the Talent Acquisition department. All aspects of employment at Infosys are based on merit, competence, and performance, and Infosys is committed to diversity and inclusion. #J-18808-Ljbffr