Project Manager – Business Service Desk Jobs in New Zealand | Infosys Careers 2026
Are you an experienced IT service management professional
looking for a leadership opportunity in New Zealand? Infosys is hiring a
Project Manager – Business Service Desk to lead enterprise service desk
operations across multiple regions while driving digital transformation,
operational excellence, and customer satisfaction.
This is an excellent opportunity for senior project managers
and IT service delivery leaders who have extensive experience in service desk
management, stakeholder engagement, ITIL practices, financial management, and
enterprise support environments. The role is based in Auckland, Wellington,
or Christchurch, New Zealand, offering the chance to work with one of the
world's leading digital consulting organizations.
If you have experience managing large teams, delivering SLA-driven services, and leading strategic transformation initiatives, this position could be your next career milestone.
About Infosys
Infosys is one of the world's leading digital services and
consulting companies, helping enterprises accelerate their digital
transformation journey. Operating in more than 56 countries, the company
delivers innovative solutions powered by artificial intelligence, cloud
computing, automation, analytics, and enterprise technologies.
Recognized as one of New Zealand's Top Employers, Infosys
continues to build an inclusive workplace where innovation, continuous
learning, leadership development, and career growth are encouraged. Employees
work on cutting-edge technologies while collaborating with global teams to
solve complex business challenges.
Project Manager – Business Service Desk Job Overview
The Project Manager – Business Service Desk will own the
complete delivery of enterprise service desk operations. The successful
candidate will oversee service quality, operational governance, financial
performance, customer relationships, service continuity, automation
initiatives, and large distributed delivery teams.
This is a senior leadership role requiring extensive
experience in IT operations, service management, stakeholder communication, and
project governance.
Job Location
- Auckland,
New Zealand
- Wellington,
New Zealand
- Christchurch,
New Zealand
Job Role
Position: Project Manager – Business Service Desk
Company: Infosys Limited
Business Unit: Infosys New Zealand
Department: Delivery
Employment Type: Leadership Position
Key Responsibilities
The selected candidate will be responsible for the overall
performance of business service desk operations and enterprise support
delivery.
Primary responsibilities include:
- Lead
end-to-end Service Desk operations across multiple service lines.
- Ensure
Service Level Agreement (SLA) and Key Performance Indicator (KPI)
compliance.
- Deliver
operational excellence and maintain high customer satisfaction.
- Build
strong relationships with internal and external stakeholders.
- Conduct
governance meetings and executive service reviews.
- Manage
project risks, escalations, and major incidents.
- Drive
automation initiatives and continuous service improvements.
- Improve
operational efficiency through digital transformation.
- Monitor
service quality and operational stability.
- Ensure
business continuity planning (BCP) readiness.
- Support
new business opportunities and solution development.
- Oversee
financial management, budgeting, profitability, and cost optimization.
- Produce
executive reports and service performance dashboards.
Leadership Responsibilities
This role requires strong people management and leadership
capabilities.
Responsibilities include:
- Lead
large cross-functional teams.
- Manage
delivery teams located across New Zealand and India.
- Mentor
team members and develop leadership capabilities.
- Improve
workforce planning and resource allocation.
- Build
high-performing service delivery teams.
- Foster
collaboration across multiple business units.
- Drive
employee engagement and performance management.
Required Skills
Successful candidates should possess expertise in:
- Project
Management
- Business
Service Desk Operations
- IT
Service Management (ITSM)
- ServiceNow
- Incident
Management
- Problem
Management
- Change
Management
- Enterprise
IT Support
- Stakeholder
Management
- Financial
Management
- Governance
Frameworks
- SLA
Management
- KPI
Reporting
- Automation
Strategy
- Risk
Management
- Business
Continuity Planning
- Operational
Excellence
- Service
Delivery Management
- Leadership
Development
- Team
Management
Candidates with knowledge of networking, telecommunications,
enterprise infrastructure, and cloud service environments will have an
additional advantage.
Experience Required
Applicants should ideally possess:
- 12–18
years of overall IT or Operations experience.
- 8–10
years of leadership experience.
- Proven
experience managing enterprise Service Desk operations.
- Experience
leading large distributed teams.
- Experience
managing multi-region or global delivery models.
- Strong
customer-facing communication skills.
Preferred qualifications include:
- ITIL
Certification.
- Enterprise
IT support experience.
- Telecommunications
industry experience.
- Experience
working with ANZ telecommunications clients.
Why Join Infosys?
Infosys continues to be recognized as one of the world's
best employers because of its commitment to innovation, employee development,
and digital excellence.
Benefits of joining include:
- Opportunity
to work with global enterprise clients.
- AI-first
digital transformation projects.
- Career
growth and international exposure.
- Inclusive
and collaborative workplace.
- Leadership
development opportunities.
- Continuous
learning programs.
- Exposure
to cloud, AI, automation, and enterprise technologies.
- Competitive
compensation and career advancement.
- Diverse
multicultural work environment.
- Long-term
professional development.
Career Growth Opportunities
A Project Manager – Business Service Desk plays a vital role
in ensuring enterprise IT operations run efficiently while delivering
exceptional customer experiences.
Professionals in this role can progress toward positions
such as:
- Senior
Delivery Manager
- Program
Manager
- Service
Delivery Director
- IT
Operations Director
- Head
of Service Management
- Enterprise
Delivery Lead
- Digital
Transformation Leader
- Global
Operations Manager
With organizations increasingly investing in digital
operations, AI-enabled support platforms, and enterprise automation,
experienced service delivery leaders continue to remain in high demand across
global markets.
Who Should Apply?
This opportunity is ideal for professionals who have
experience in:
- IT
Service Delivery
- Enterprise
Operations
- Business
Service Desk Management
- Digital
Transformation
- Infrastructure
Services
- Managed
Services
- Global
Delivery
- Technical
Operations
- Telecom
Support
- IT
Governance
- Customer
Success
- Enterprise
Support Services
If you enjoy leading teams, solving operational challenges,
improving business processes, and delivering exceptional service quality, this
role offers an outstanding opportunity to advance your career.
Apply Here: https://digitalcareers.infosys.com/global-careers/company-job/description/reqid/149227BR
How to Prepare for the Project Manager – Business Service
Desk Role
Landing a Project Manager – Business Service Desk
position at a global technology company like Infosys requires more than
technical knowledge. Employers look for professionals who can lead teams,
manage enterprise service operations, communicate effectively with
stakeholders, and deliver measurable business outcomes. Proper preparation can
significantly improve your chances of success during the recruitment process.
1. Strengthen Your IT Service Management Knowledge
Review the core principles of IT Service Management
(ITSM) and understand how enterprise service desks operate. Refresh your
knowledge of incident management, problem management, change management,
request fulfillment, service catalogs, and service lifecycle processes.
Familiarity with industry best practices will help you confidently answer
technical and scenario-based interview questions.
2. Learn ServiceNow and Enterprise Support Tools
Many organizations rely on ServiceNow and similar
ITSM platforms to manage service requests, incidents, and operational
workflows. Practice creating reports, monitoring service performance, handling
escalations, and understanding dashboard analytics. Experience with enterprise
support tools will give you a competitive advantage.
3. Understand SLA and KPI Management
Project Managers are expected to monitor and improve
operational performance. Learn how Service Level Agreements (SLAs), Key
Performance Indicators (KPIs), response times, resolution times, customer
satisfaction scores, and operational metrics are measured and reported. Be
prepared to explain how you have improved service performance in previous
roles.
4. Prepare Leadership Success Stories
Most leadership interviews include behavioral questions.
Prepare real examples where you successfully:
- Led
large technical teams.
- Managed
difficult stakeholders.
- Resolved
critical production incidents.
- Improved
operational efficiency.
- Reduced
project costs.
- Delivered
automation initiatives.
- Managed
risks and escalations.
- Handled
multiple priorities under pressure.
Using the STAR (Situation, Task, Action, Result) method will
help you present structured and impactful answers.
5. Improve Financial and Governance Knowledge
Since this role includes ownership of project financials,
review budgeting, resource planning, cost optimization, forecasting, and margin
management. Understand governance meetings, executive reporting, audit
readiness, compliance, and business continuity planning.
6. Refresh Networking and Infrastructure Concepts
Although this is primarily a management position, employers
often expect candidates to understand enterprise technologies. Revise
networking fundamentals, cloud infrastructure, enterprise applications,
cybersecurity basics, telecommunications environments, and IT operations so you
can confidently discuss technical topics with stakeholders.
7. Practice Communication and Stakeholder Management
Excellent communication is one of the most important skills
for this role. Practice explaining complex technical issues in simple business
language. You should also be comfortable presenting performance reports,
leading governance meetings, managing customer expectations, and handling
executive-level discussions.
8. Review ITIL Best Practices
If you hold an ITIL certification, revisit the latest ITIL
framework and terminology. If you are not certified, studying ITIL concepts can
still strengthen your understanding of service management processes and improve
your interview performance.
9. Research Infosys and Its Digital Transformation
Strategy
Before your interview, learn about Infosys' services,
AI-first strategy, cloud capabilities, consulting business, digital
transformation initiatives, and enterprise solutions. Understanding the
company's vision and values demonstrates genuine interest and helps you align
your answers with the organization's goals.
10. Practice Common Interview Questions
Expect questions such as:
- How
do you manage SLA breaches?
- Describe
a major incident you successfully handled.
- How
do you motivate large distributed teams?
- What
steps do you take to improve customer satisfaction?
- How
do you manage project budgets and margins?
- Explain
your experience with ServiceNow and ITSM.
- How
do you prioritize multiple critical incidents?
- Describe
a successful automation project you led.
- How
do you manage stakeholders across different regions?
- What
would you do during a high-impact service outage?
Preparing thoughtful, experience-based responses to these
questions will help you demonstrate both leadership and technical expertise.
Final Preparation Tips
Success in this role depends on combining technical
knowledge with strong leadership, strategic thinking, and business
communication. Review your previous achievements, quantify your results
wherever possible, and be ready to discuss how your experience has improved
service quality, operational efficiency, customer satisfaction, and business
performance. Showing confidence, professionalism, and a customer-focused
mindset can help you stand out as a strong candidate for the Project Manager –
Business Service Desk position.
