Service Owner

CaseBasix; Des Moines, Northern (IA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

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

You will be the single point of accountability for service strategy, operational excellence, customer satisfaction, service innovation, and compliance. Responsibilities include aligning offerings with client objectives, driving standardization and

Responsibilities

• Own end-to-end ownership, governance, performance, and CSI of one or more IT Infrastructure Managed Services offerings.
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Tools

IT Infrastructure Ops

Cloud & Hybrid Infra

ITIL/ITSM

ServiceNow

Monitoring & Observability

Automation & AIOps

Capacity & Availability

Security & Compliance

DR & BC

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

• IT Infrastructure Operations
• Cloud & Hybrid Infrastructure
• Service Management (ITIL)
• ServiceNow and ITSM Platforms
• Monitoring & Observability Tools
• Automation & AIOps Platforms
• Capacity & Availability Management
• Infrastructure Security & Compliance
• Disaster Recovery & Business Continuity