Client Success Lead - IT Infra MSP

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

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.