Service Owner

Cognizant

Des Moines (IA)

On-site

USD 110,000 - 160,000

Full time

3 days ago

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Job summary

Cognizant is seeking a Service Owner for a full-time role in Des Moines, IA. The role is responsible for end-to-end ownership, governance, performance, and continuous improvement of IT Infrastructure Managed Services offerings within the Business Unit.

This position serves as the single accountable point for service strategy, operational excellence, customer satisfaction, service innovation, and compliance.

Qualifications

End-to-end ownership of IT infrastructure managed services.
Ensure adherence to ITIL/ISO security and audit standards.
Align offerings with business growth and customer requirements.
Lead governance, performance reviews, and transformation initiatives.

Responsibilities

Own service strategy and governance across infrastructure towers.
Ensure delivery per SLAs, OLAs, and contractual obligations.
Lead QBRs, service reviews, and governance meetings.
Drive Continual Service Improvement (CSI) and automation initiatives.
Establish service quality metrics and risk mitigation plans.

Skills

Service ownership

Governance

Stakeholder management

Continual Service Improvement

ITIL

ServiceNow/ITSM

Automation/AIOps

Cloud & Hybrid Infrastructure

Disaster Recovery & Business Continuit

Security & Compliance

Tools

ServiceNow

ITSM Platforms

Monitoring/Observability Tools

AIOps Platforms

Automation Frameworks

Job description

Cognizant is seeking a Service Owner for a full-time opportunity in Des Moines, IA.
The Service Owner is accountable for the end-to-end ownership, governance, performance, and continuous improvement of one or more IT Infrastructure Managed Services offerings within the Business Unit. This role serves as the single point of accountability for service strategy, operational excellence, customer satisfaction, service innovation, and compliance.

Key Responsibilities

Service Strategy & Ownership

Align service offerings with business unit growth objectives and customer requirements.
Drive service standardization, rationalization, and modernization initiatives.

Operational Governance

Ensure delivery of services in accordance with SLAs, OLAs, contractual obligations, and governance frameworks.
Review service performance trends and initiate corrective actions where required.
Drive operational excellence across all infrastructure towers:
Govern Major Incident, Problem, Change, Capacity, Availability, and Service Continuity processes.

Customer & Stakeholder Management

Act as executive escalation point for service-related issues.
Build trusted relationships with customer stakeholders and internal leadership.
Lead Quarterly Business Reviews (QBRs), Service Reviews, and Governance meetings.
Present service performance, risks, opportunities, and transformation initiatives to senior leadership.

Continual Service Improvement

Develop and execute Continual Service Improvement (CSI) plans.
Drive automation, AIOps, self-healing, and predictive operations initiatives.
Identify opportunities for service enhancement and innovation.
Track and realize business outcomes from transformation programs.

Service Quality & Compliance

Ensure adherence to ITIL, ISO, security, audit, and compliance standards.
Govern operational risks and develop mitigation plans.
Establish service quality metrics and performance scorecards.
Lead service audits and readiness reviews.

Service Catalog & Standards

Define and maintain service catalog, service descriptions, RACI models, and operating procedures.
Standardize service delivery models across accounts and geographies.
Drive adoption of best practices, reusable assets, accelerators, and automation frameworks.

Technical Knowledge