Remote ITSM SLA & Reporting Lead

Cognizant; Des Moines (IA); On-site; USD 83,000 - 92,000; Full time

Benefits offered by this job

Discretionary annual incentive

Job summary

Cognizant is seeking an ITSM SLA Tracking & Reporting Lead to oversee governance, KPI measurement, dashboard management, and executive reporting for a large Infrastructure Managed Services engagement.

You will collaborate with Service Delivery Managers, Tower Leads, Operations, PMO, Governance, and Customer Leadership to monitor performance and drive operational excellence. Remote work is supported from the USA.

Qualifications

• 8+ years of experience in IT Service Management (ITSM), Infrastructure Managed Services, or Service Delivery Governance.
• 5+ years of experience managing SLA reporting, KPI measurement, governance, and service performance programs within enterprise IT environments.
• Strong knowledge of ITIL-based service management processes, including Incident, Problem, Change, Service Request, Major Incident, and Service Level Management.
• Hands-on experience with ServiceNow reporting, dashboard development, and operational analytics.
• Advanced reporting and data analysis skills using tools such as Power BI, Excel, and reporting automation platforms.
• Experience supporting large-scale managed services engagements and presenting performance results to customer and executive leadership.
• Strong stakeholder management, communication, governance, analytical, and problem-solving skills.
• Ability to operate effectively in multi-vendor, cross-functional, and globally distributed delivery environments.

Responsibilities

• Own and govern SLAs, OLAs, KPIs, and service performance metrics across a large-scale environment.
• Monitor, analyze, and report service performance across key infrastructure domains.
• Develop, maintain, and automate dashboards, scorecards, and executive reports.
• Lead service performance reviews and governance activities.
• Identify and manage SLA risks, service performance gaps, and recurring operational issues.
• Manage reporting governance within ServiceNow and related platforms.
• Prepare and present executive governance reports for MSRs, QBRs, and leadership meetings.
• Drive CSI initiatives through trend analysis and root cause investigations.
• Maintain audit-ready documentation and reporting artifacts.
• Serve as central coordination point between stakeholders.

Skills

ITSM governance

SLA reporting

ServiceNow reporting

Power BI

Stakeholder management

Executive reporting

Education

ITIL certification

Tools

Power BI

SQL

Excel

ServiceNow

Job description

Cognizant is seeking an ITSM SLA Tracking & Reporting Lead to oversee governance, KPI measurement, dashboard management, and executive reporting for a large Infrastructure Managed Services engagement.

You will collaborate with Service Delivery Managers, Tower Leads, Operations, PMO, Governance, and Customer Leadership to monitor performance and drive operational excellence. Remote work is supported from the USA.