About Us:

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.

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

Role Description:

As a Service Delivery Manager, you will be a key player in managing the account and in all the dialogues with the client stake holders. You will participate in strategic, tactical, operational and commercial meetings. You will be responsible for regular connect with the technical leads and managers and co-ordinate the resource movements and fulfilling their aspirations. You will also support knowledge transfer with the objective of providing value-adding technology solutions that enable our clients to meet the changing needs of the global landscape.

Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice.

Roles and Responsibilities:

• Serve as the primary onsite point of contact for client stakeholders for SAP support services.
• Manage and govern daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.
• Ensure adherence to agreed SLAs and KPIs, track and report performance metrics.
• Coordinate between client teams, offshore delivery teams, and third-party vendors.
• Lead and participate in regular status meetings, governance reviews, and performance reporting.
• Escalate critical issues appropriately and ensure timely resolution.
• Maintain resource utilization and workload balancing across modules and support streams.
• Drive improvements in processes, documentation, and knowledge management.
• Support audits and compliance activities as per client and regulatory requirements.
• Manage team performance, mentoring, and knowledge transfer activities.
• Facilitate change management and release coordination for SAP landscapes.
• Innovation and Problem-Solving. Cultivate a culture of innovation and continuous improvement. Encourage creativity and out-of-thebox thinking, identify and implement innovative solutions to address complex problems, driving value and organizational growth
• Connect with senior client business and IT stakeholders, demonstrating thought leadership in domain, process, and technology.
• Work with multiple stakeholders to drive new business opportunities within the existing account base as well as supporting new customer acquisition activities as assigned.
• Providing insights and guidance on how client can continue to improve and respond to the changing landscape.
• Enter a partnership arrangement with client aligned with their values and provide innovative solutions to focus on the end-goals of the enablement of process refinement, cost savings and automation.
• Evaluate enterprise-wide SAP application systems and develop detailed analysis reports and recommendations for business-critical systems.
• Work across functional support areas to tune SAP Applications for optimal performance.

Essential:

• Bachelor's degree or foreign equivalent required from an accredited institution.
• At least 20+ years of experience with Information Technology (SDM/Program Manager)
• Must be able to work from client premise in Auckland, New Zealand at least thrice a week.

Preferred:

• At least 10+ years of hands-on experience in SAP service delivery management including extensive exp. in large transformation programs.
• Should be able to handle strategic, tactical, Operational, Architectural and Commercials meetings with client stakeholders
• Excellent communication and documentation skills.
• PMP or comparable certification.
• ITIL for Service Delivery Management
• Knowledge / certification of Agile DevOps Working
• Strong Client Facing experience, great communication and presentations skills.
• Strong analytical skills with ability to work in advanced excel based data analysis.
• Ability to work with offshore teams and coordinating work delivery between onsite and offshore.
• Flexible work timings required due to remote working environment including offshore overlaps twice a day.

ADDITIONAL

1. Excellent customer-facing skills
2. Excellent written and verbal communication skills
3. Strong attention to detail and outstanding analytical and problem-solving skills.

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (NZ)

• Life, Trauma & Income Protection Insurance
• Health and Well-being programs
• Marram Holidays & Healthcare
• Access to Fitness and Gym Memberships
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, based on role and business needs)

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.

Hear from our recruiter on their experience working with Infosys as an Employer

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 Infosys_ta@infosys.com 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 as 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.”