Global IT Service Delivery Lead

Infosys Limited

Hong Kong

On-site

HKD 1,000,000 - 1,800,000

Full time

8 hours ago

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Benefits offered by this job

Paid leave entitlements

HALE program (health & enrichment)

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Job summary

Infosys Limited in Hong Kong seeks a senior IT Service Delivery/Program Management leader to oversee client operations, drive global 24x7 support, and ensure SLAs across Service Desk, Field Support, and Collaboration Services.

You will manage multi‑site, cross‑regional rollout projects (VDI, image refresh, patching), coordinate with vendors, and optimize resources and budgets while ensuring IT governance and compliance. Proficiency in English and Mandarin is required.

Qualifications

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.
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.
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)

Responsibilities

Act as Infosys’s primary point of contact for all operations for client.
Ensure seamless, 24×7 global support across Service Desk, Field Support, Collaboration Services.
Achieve or exceed Service Level Agreements; orchestrate escalation to Client leadership as required.
Lead technical rollouts (e.g., image refresh, VDI migration, patching programs) across Client’s APAC region.
Track milestones, risks, deliverables, dependencies, and governance via Infosys PMO tools and frameworks.
Manage Infosys internal teams and any third‑party subcontractors delivering services under Infosys’s umbrella.
Review SLAs, scorecards, and performance dashboards; schedule leader‑level performance and governance meetings with Client stakeholders.
Responsible for day‑to‑day resource planning, utilization, and cost‑control against the overall Infosys engagement budget.
Proactively identify productivity gaps, staffing risks, or areas for operational cost reduction.
Ensure services are compliant with Client’s IT policies, security standards, and industry regulations.
Support audit exercises, regulatory reviews, and remediation of findings in collaboration with Infosys IT Governance & Client
Maintain regular communication with Client business teams, user support leadership, and Infosys global AMO/PMO.
Provide timely operational dashboards, weekly status reporting, monthly performance summaries, and executive presentations as required by the engagement.
Identify efficiency gains, process automations, and user experience enhancements through Infosys tools.
Lead transformation initiatives such as self‑service portal expansion, zero‑touch provisioning, and VDI scale‑outs within the Client infrastructure.