Senior Service Owner: IT Infrastructure & Managed Services

Cognizant; Des Moines (IA); Hybrid; USD 105,000 - 115,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

PTO & Holidays

401(k) Matching

Disability Insurance

Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Service Owner for IT Infrastructure Managed Services in Des Moines, IA, offering a hybrid work model. You will own end-to-end service delivery, drive governance, manage SLAs/OLAs, and lead ITIL-based processes to ensure reliability and value.

Strong leadership and cross-functional collaboration are essential for this strategic role. This position reports to executives, partners with business leaders, and advances CSI initiatives through automation, AIOps, and

Qualifications

• 10+ years of experience in IT Infrastructure Operations, Managed Services, or Service Management.
• 5+ years in a Service Owner, Service Delivery Manager, Infrastructure Manager, or equivalent leadership role.
• Experience managing enterprise-scale infrastructure services across global environments.
• Proven track record of driving service transformation and operational excellence.

Responsibilities

• Own the end-to-end lifecycle of IT Infrastructure Managed Services, aligning with business goals and service strategy.
• Drive service governance and operational excellence by managing SLAs, OLAs, KPIs, and performance.
• Lead ITIL-based service management processes: Major Incident, Problem, Change, Capacity, Availability, Service Continuity.
• Act as the primary executive escalation point for critical service issues and communications.
• Build and maintain strong customer and leadership relationships via QBRs, Service Reviews, and Governance meetings.
• Develop and execute Continual Service Improvement initiatives leveraging automation, AIOps, and self-healing capabilities.
• Establish service quality frameworks and scorecards ensuring ITIL, ISO, security, and audit compliance.
• Govern operational risk management and business continuity programs including disaster recovery readiness.
• Define and maintain service catalogs, RACI models, standards, and operating procedures.
• Provide strategic leadership for infrastructure services including Cloud & Hybrid Infrastructure, ServiceNow/ITSM, Monitoring & Observability, Security, and Automation platforms.

Skills

IT Infrastructure Operations

ITIL Service Management

Cloud & Hybrid Infrastructure

Monitoring & Observability

Automation & AIOps

Capacity & Availability Management

Infrastructure Security & Compliance

Disaster Recovery & Business Continuit

Executive Communication

Stakeholder Governance

Tools

ServiceNow/ITSM

Azure/AWS/GCP

Monitoring Tools

Job description

Cognizant is seeking a Service Owner for IT Infrastructure Managed Services in Des Moines, IA, offering a hybrid work model. You will own end-to-end service delivery, drive governance, manage SLAs/OLAs, and lead ITIL-based processes to ensure reliability and value.

Strong leadership and cross-functional collaboration are essential for this strategic role. This position reports to executives, partners with business leaders, and advances CSI initiatives through automation, AIOps, and