Job Description
Job Description
: Project Manager – Business Service DeskThe Project Manager – Business Service Desk is responsible for end-to-end ownership of service desk operations, ensuring SLA adherence, delivery excellence, and strong stakeholder engagement. The role drives service performance, governance, transformation initiatives, and automation-led improvements, while managing large, distributed teams.Location: New Zealand (Wellington, Christchurch, Auckland)Key ResponsibilitiesOwn end-to-end Service Desk delivery across multiple service linesEnsure SLA/KPI adherence, service quality, and operational stabilityAct as primary interface for stakeholders, managing governance forums and escalationsLead strategic initiatives, automation, and continuous improvement programsManage major incidents, risks, and service disruptionsOwn Project financials, drive cost optimization, and margin performance (ensure healthy margins, prevent overruns)Manage operational risks, SLA exposure, a...