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 Wellington, Christchurch and Auckland, guaranteeing SLA/KPI adherence and operational stability.
• Act as the primary stakeholder interface, chair governance forums and manage escalations.
• Lead strategic initiatives, automation projects and continuous‑improvement programmes.
• Manage major incidents, risks, service disruptions and business‑continuity planning.
• Control project financials, optimise costs and protect margins.
• Support new business opportunities, solutioning and service expansions.
• Provide regular service reporting, performance reviews and ad‑hoc leadership tasks.

Required profile

• 12‑18 years of experience in service‑delivery, financial and stakeholder management.
• Proven track record in SLA‑driven environments and governance frameworks.
• Experience leading large, geographically dispersed teams (NZ and India).
• Strong understanding of networking, telecom and enterprise support environments.

Required skills

• ITSM platforms – preferably ServiceNow.
• Incident management and service operations.
• Networking fundamentals.
• Telecom systems knowledge.