Global IT Service Delivery Lead (PMO & Client Ops)

Infosys; Hong Kong; On-site; HKD 900,000 - 1,800,000; Full time

Benefits offered by this job

Paid leave entitlements

Health & Life Enrichment

Optional health insurance

Employee assistance program

Rewards and recognition

Job summary

Infosys Hong Kong is seeking an senior IT service delivery and program management professional to lead, oversee, and optimize client operations. You will ensure 24x7 global support across Service Desk, Field Support, and Collaboration Tools while driving rollouts, governance, and cost controls.

The role requires extensive experience in EUC services for enterprise clients, strong ITIL and cross-functional collaboration skills, and hands-on tooling with ServiceNow, Intune/SCCM, CrowdStrike, Azure

Qualifications

• 15+ years in IT service delivery or program management.
• 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.
• Hands-on knowledge of tools such as ServiceNow, Intune/SCCM, CrowdStrike, Azure AD, Citrix/VMware Horizon, Teams/Zoom.

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 (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.
• Review SLAs, scorecards, and performance dashboards; schedule leadership governance meetings.
• Responsible for day-to-day resource planning, utilization, and cost-control against the engagement budget.
• Ensure services are compliant with Client’s IT policies, security standards, and industry regulations.

Skills

IT service delivery

Program management

Client-facing

ITIL processes

Vendor coordination

Cloud & VDI

Education

Bachelor's degree in IT/Engineering

Tools

ServiceNow

Intune/SCCM

CrowdStrike

Azure AD

Citrix/VMware Horizon

Teams/Zoom

Job description

Infosys Hong Kong is seeking an senior IT service delivery and program management professional to lead, oversee, and optimize client operations. You will ensure 24x7 global support across Service Desk, Field Support, and Collaboration Tools while driving rollouts, governance, and cost controls.

The role requires extensive experience in EUC services for enterprise clients, strong ITIL and cross-functional collaboration skills, and hands-on tooling with ServiceNow, Intune/SCCM, CrowdStrike, Azure