Project Manager - Business Service Desk

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. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the businesses with agile digital at scale to deliver unprecedented levels of performance and customer satisfaction. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Recognized as the #1 Top Employerin New Zealand for the second year in a row, Infosys offers a workplace where careers grow with purpose. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

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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

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.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“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.”