Descrição do trabalho

About Infosys:

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 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 business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Location: Hong Kong

Roles and Responsibilities：

• Service Delivery Oversight

1. Act as Infosys’s primary point of contact for all operations for client

2. Ensure seamless, 24×7 global support across Service Desk, Field Support, Collaboration Services

3. Achieve or exceed Service Level Agreements; orchestrate escalation to Client leadership as required.

• Program & Project Management

1. Lead technical rollouts (e.g., image refresh, VDI migration, patching programs) across Client’s APAC region.

2. Track milestones, risks, deliverables, dependencies, and governance via Infosys PMO tools and frameworks.

• Vendor & Subcontractor Coordination

1. Manage Infosys internal teams and any third-party subcontractors delivering services under Infosys’s umbrella.

2. Review SLAs, scorecards, and performance dashboards; schedule leader-level performance and governance meetings with Client stakeholders.

• Budget & Resource Management

1. Responsible for day-to-day resource planning, utilization, and cost-control against the overall Infosys engagement budget.

2. Proactively identify productivity gaps, staffing risks, or areas for operational cost reduction.

• Governance, Risk & Compliance

1. Ensure services are compliant with Client’s IT policies, security standards, and industry regulations.

2. Support audit exercises, regulatory reviews, and remediation of findings in collaboration with Infosys IT Governance & Client

• Stakeholder Engagement & Reporting

1. Maintain regular communication with Client business teams, user support leadership, and Infosys global AMO/PMO.

2. Provide timely operational dashboards, weekly status reporting, monthly performance summaries, and executive presentations as required by the engagement.

• Continuous Improvement

1. Identify efficiency gains, process automations, and user experience enhancements through Infosys tools (e.g., automation libraries, AI helpdesk bots, predictive analytics).

2. Lead transformation initiatives such as self-service portal expansion, zero-touch provisioning, and VDI scale-outs within the Client infrastructure.

Required Experience & Skills

• 15+ years in IT service delivery or program management, with at least 5 years in a client-facing, outsourcing/managed services context.

• Experience in delivering EUC services for enterprise-scale FSI clients.

• Demonstrated operational acumen with Service Desk, Endpoint Management, Collaboration Tools, VDI, AV/meeting solutions and Cloud.

• Strong familiarity with ITIL processes, SLAs, dashboards, incident/problem/change mechanisms.

• Ability to manage multi-site, global operations using follow-the-sun support frameworks.
• Hands-on knowledge of tools/platforms such as ServiceNow, Intune/SCCM, CrowdStrike, Azure AD, Citrix/VMware Horizon, Teams/Zoom

• Excellent stakeholder management, vendor coordination, and communication (written and oral) skills.

• Credentials like ITIL v4, PMP/PRINCE2, Lean/Six Sigma or equivalent are highly desirable.

• Bachelor’s degree in IT/Engineering or related field; MBA or Master’s considered a plus.
  Professional proficiency in both English and Mandarin, in reading, writing, and daily communication (Cantonese is a plus)