Remote ITSM SLA & KPI Reporting Lead

Cognizant; Pierre (SD); On-site; USD 83,000 - 92,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays & PTO

401(k) plan

Disability insurance

Paid Parental Leave

Employee stock purchase plan

Job summary

Cognizant is seeking an ITSM SLA Tracking & Reporting Lead for a remote role in the USA. You will govern SLAs, OLAs, KPIs and XLAs across a large Infrastructure Managed Services environment, serving as the central authority for service performance analytics, governance reporting, and continual service improvement initiatives.

The ideal candidate will have expertise in ManageEngine ServiceDesk Plus reporting, Power BI, advanced Excel analytics, and ITIL-based service management processes.

Qualifications

• 7+ years of ITSM reporting & analytics.
• 3+ years with ManageEngine ServiceDesk Plus reporting.
• Experience in Infrastructure Managed Services or IT Operations.
• Proven experience delivering executive-level operational reporting.
• Experience in multi-vendor, globally distributed service delivery environments.

Responsibilities

• Own and govern contractual SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services.
• Monitor and analyze service performance across Service Desk, End User Services, Cloud, Network, Compute, Storage, Database, and Security operations.
• Design, develop, and maintain operational dashboards and executive scorecards using Power BI.
• Serve as the SME for SDP reporting by creating, customizing, and maintaining reports and dashboards.
• Prepare and publish daily, weekly, monthly, quarterly, and executive governance reports.
• Leverage advanced Excel capabilities including PivotTables, Power Query, XLOOKUP/VLOOKUP, formulas, automation.
• Track and report key service metrics like SLA compliance, incident resolution, backlog aging, availability, and customer satisfaction.
• Validate ticket categorizations, assignment groups, priorities, closures, and SLA configurations for data quality.
• Facilitate SLA reviews and governance meetings with leadership and customer stakeholders.
• Identify SLA breaches and drive corrective actions, automation, and reporting enhancements.

Skills

ITSM reporting

SLA management

Service governance

Operational analytics

Executive reporting

Tools

ManageEngine ServiceDesk Plus

Power BI

Excel

Job description

Cognizant is seeking an ITSM SLA Tracking & Reporting Lead for a remote role in the USA. You will govern SLAs, OLAs, KPIs and XLAs across a large Infrastructure Managed Services environment, serving as the central authority for service performance analytics, governance reporting, and continual service improvement initiatives.

The ideal candidate will have expertise in ManageEngine ServiceDesk Plus reporting, Power BI, advanced Excel analytics, and ITIL-based service management processes.