Client relationship Manager – IT Infrastructure Managed Services

Cognizant; Des Moines (IA); Hybrid; USD 105,000 - 115,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant in Des Moines, IA is seeking a Client Relationship Manager for IT Infrastructure Managed Services. You will own end-to-end service delivery, govern performance, and collaborate with customers and internal leaders to align offerings with business goals.

The role leads CSI initiatives, drives automation and AIOps, and ensures compliance with ITIL and security standards, while presenting outcomes in QBRs and governance forums.

Qualifications

• End-to-end ownership of IT Infrastructure Managed Services offerings.
• Experience with governance, service strategy, and performance management.
• Ability to lead QBRs, governance meetings and executive communications.

Responsibilities

• Align service offerings with growth objectives and customer requirements.
• Drive service standardization, rationalization, and modernization initiatives.
• Ensure delivery per SLAs/OLAs and governance frameworks.
• Review performance trends and initiate corrective actions.
• Drive operational excellence across all infrastructure towers and processes.
• Act as executive escalation point for service-related issues.
• Build relationships with customer stakeholders and internal leadership.
• Lead QBRs, Service Reviews, and Governance meetings.
• Present service performance, risks, opportunities, and transformations to leadership.
• Develop CSI plans and drive automation/AIOps initiatives.
• Identify opportunities for service enhancement and innovation.
• Track business outcomes from transformation programs.
• Adhere to ITIL, ISO, security, audit, and compliance standards.
• Define and maintain service catalog, descriptions, RACIs, and procedures.
• Standardize delivery models across accounts/geographies.

Skills

ITIL

ServiceNow

Monitoring

AIOps

Automation

Cloud Infrastructure

Security & Compliance

Tools

ServiceNow

Monitoring Tools

AIOps Platforms

Disaster Recovery

Job description

Role: Client relationship Manager – IT Infrastructure Managed Services

Location – Des Moines, IA/ Onsite- Hybrid

Please note, this role is not able to offer visa transfer or sponsorship now or in the future

Position Summary

The Service Owner is accountable for the end-to-end ownership, governance, performance, and continuous improvement of one or more IT Infrastructure Managed Services offerings within the Business Unit. This role serves as the single point of accountability for service strategy, operational excellence, customer satisfaction, service innovation, and compliance.

Key Responsibilities

Service Strategy & Ownership

• Align service offerings with business unit growth objectives and customer requirements.
• Drive service standardization, rationalization, and modernization initiatives.

Operational Governance

• Ensure delivery of services in accordance with SLAs, OLAs, contractual obligations, and governance frameworks.
• Review service performance trends and initiate corrective actions where required.
• Drive operational excellence across all infrastructure towers:
• Govern Major Incident, Problem, Change, Capacity, Availability, and Service Continuity processes.

Customer & Stakeholder Management

• Act as executive escalation point for service-related issues.
• Build trusted relationships with customer stakeholders and internal leadership.
• Lead Quarterly Business Reviews (QBRs), Service Reviews, and Governance meetings.
• Present service performance, risks, opportunities, and transformation initiatives to senior leadership.

Continual Service Improvement

• Develop and execute Continual Service Improvement (CSI) plans.
• Drive automation, AIOps, self-healing, and predictive operations initiatives.
• Identify opportunities for service enhancement and innovation.
• Track and realize business outcomes from transformation programs.

Service Quality & Compliance

• Ensure adherence to ITIL, ISO, security, audit, and compliance standards.
• Govern operational risks and develop mitigation plans.
• Establish service quality metrics and performance scorecards.
• Lead service audits and readiness reviews.

Service Catalog & Standards

• Define and maintain service catalog, service descriptions, RACI models, and operating procedures.
• Standardize service delivery models across accounts and geographies.
• Drive adoption of best practices, reusable assets, accelerators, and automation frameworks.

Technical Knowledge

• IT Infrastructure Operations
• Cloud & Hybrid Infrastructure
• Service Management (ITIL)
• ServiceNow and ITSM Platforms
• Monitoring & Observability Tools
• Automation & AIOps Platforms
• Capacity & Availability Management
• Infrastructure Security & Compliance
• Disaster Recovery & Business Continuity

Salary and Other Compensation

The annual salary for this position is between $105,000 to $115,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.