Project Manager – Business Service Desk

About the role

Infosys is seeking an experienced Project Manager to lead its Business Service Desk operations across New Zealand. You will own end‑to‑end delivery, ensure SLA compliance, and drive continuous improvement for multiple service lines.

Key responsibilities

• Own Service Desk delivery across several service lines, maintaining SLA/KPI adherence and operational stability.
• Act as the primary stakeholder interface, managing governance forums, escalations and major incidents.
• Lead strategic, automation and continuous‑improvement initiatives, including BCP readiness and service continuity.
• Manage project financials, optimise costs and protect margins.
• Oversee large, distributed teams in NZ and India, driving performance, capability building and workforce planning.

Required profile

• 12–18 years of overall IT/Operations experience with 8–10 years in leadership roles.
• Proven track record in SLA‑driven environments and governance frameworks.
• Strong financial and stakeholder management capabilities.
• Experience managing large, multi‑region teams.

Required skills

• ITSM platforms, specifically ServiceNow.
• Incident management processes.
• Networking and telecom fundamentals.
• Enterprise support operations.