Remote ITSM SLA Tracking & Reporting Lead

Cognizant; Nashville (TN); On-site; USD 83,000 - 92,000; 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 is seeking an ITSM SLA Tracking & Reporting Lead to govern SLAs, OLAs, KPIs, and XLAs across a large Infrastructure Managed Services environment. You will develop dashboards with Power BI and SDPs reporting, partnering with leadership and customer stakeholders to drive data-driven decisions.

The role emphasizes advanced Excel analytics, ITIL-based processes, and executive governance reporting. Remote USA work arrangement is available with competitive compensation.

Qualifications

• 7+ years of experience in ITSM reporting, SLA management, service governance, or operational analytics.
• 3+ years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development.
• Experience supporting Infrastructure Managed Services, IT Operations, or enterprise service desk environments.
• Proven experience delivering executive-level operational reporting and governance presentations.
• Experience working within multi-vendor and globally distributed service delivery environments.

Responsibilities

• Own and govern contractual SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services, ensuring accurate measurement and reporting.
• Monitor and analyze service performance across multiple domains, identifying trends, risks, and improvement opportunities.
• Design, develop, and maintain operational dashboards, executive scorecards, and performance visualizations using Power BI.

Skills

ITSM reporting

SLA management

Service governance

Operational analytics

Power BI

Advanced Excel

ITIL processes

Stakeholder communication

Tools

ManageEngine ServiceDesk Plus

Power BI

Microsoft Excel

Job description

Cognizant is seeking an ITSM SLA Tracking & Reporting Lead to govern SLAs, OLAs, KPIs, and XLAs across a large Infrastructure Managed Services environment. You will develop dashboards with Power BI and SDPs reporting, partnering with leadership and customer stakeholders to drive data-driven decisions.

The role emphasizes advanced Excel analytics, ITIL-based processes, and executive governance reporting. Remote USA work arrangement is available with competitive compensation.