Remote ITSM SLA & Reporting Lead — Power BI

Cognizant; Frankfort (KY); On-site; USD 83,000 - 92,000; Full time

Benefits offered by this job

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

Job summary

Cognizant seeks an ITSM SLA Tracking & Reporting Lead to govern contractual SLAs, OLAs, KPIs, and XLAs across a large-scale Infrastructure Managed Services environment. The role acts as the central authority for service performance analytics, governance reporting, and continual service improvement.

You will design and maintain operational dashboards and executive scorecards using Power BI, deliver SDP reporting via ManageEngine ServiceDesk Plus, and apply advanced Excel analytics.

Qualifications

• 7+ years in ITSM reporting or service governance.
• 3+ years with ManageEngine SDP reporting and dashboard development.
• Experience in multi-vendor, globally distributed service delivery.
• Proven experience delivering executive-level operational reporting.

Responsibilities

• Govern SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services.
• Monitor and analyze service performance; identify trends and risks.
• Design and maintain Power BI dashboards and executive scorecards.
• Develop and maintain ManageEngine SDP reports and KPIs.
• Prepare daily/weekly/monthly governance reports for leadership.
• Leverage advanced Excel for data analysis and automation.
• Track metrics like incident resolution, availability, and CSAT.
• Validate data quality, classifications, and SLA configurations.
• Lead SLA review meetings and service reviews with stakeholders.
• Identify improvement opportunities and drive actionable actions.

Skills

ITSM reporting

SLA management

KPI governance

Executive reporting

Data analytics

Stakeholder engagement

Service governance

Tools

ManageEngine ServiceDesk Plus

Power BI

Excel

Job description

Cognizant seeks an ITSM SLA Tracking & Reporting Lead to govern contractual SLAs, OLAs, KPIs, and XLAs across a large-scale Infrastructure Managed Services environment. The role acts as the central authority for service performance analytics, governance reporting, and continual service improvement.

You will design and maintain operational dashboards and executive scorecards using Power BI, deliver SDP reporting via ManageEngine ServiceDesk Plus, and apply advanced Excel analytics.