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 three 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.
Infosys has been recognized as a Top Employer across APAC - contributing to our sixth consecutive year of global certification. As an AI-first organization, we empower our people to work on next-generation technologies, continuously learn, and create impact at scale-supported by a culture rooted in care, inclusion, and excellence.
▶ Join Infosys and be part of a culture that's not just promised-it's certified. #TopEmployer2026 #ThriveAtInfosys
Location: Hong Kong
Roles and Responsibilities :
- Service Delivery Oversight
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. - Program & Project Management
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. - Vendor & Subcontractor Coordination
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. - Budget & Resource Management
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. - Governance, Risk & Compliance
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 - Stakeholder Engagement & Reporting
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 (e.g., automation libraries, AI helpdesk bots, predictive analytics). 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)
Desired Characteristics: - Proven track record of working in a cross functional and virtual teams
- Broad technical understanding and ability to learn fast
- Strong team player with interpersonal, influencing and team building skills, and proven ability to work in a matrix environment
- Strong analytical and data evaluating skills
- Able to manage and resolve conflicts
- Clear thinker with ability to prioritize based on business objectives
- Strong communication skills and ability to communicate with colleagues and suppliers at all levels
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 (Hongkong) - Paid leave entitlements
- Health and Life Enrichment (HALE) program covering various well-being offerings
- Optional health insurance cover
- Employer Assistance Program (EAP)
- Rewards and Recognition
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 Infy_REC_Helpdesk@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."
