Service Owner – IT Infrastructure Managed Services

Cognizant; Des Moines (IA); Hybrid; USD 105,000 - 115,000; 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 is seeking a Service Owner – IT Infrastructure Managed Services in Des Moines, IA, with hybrid onsite work. The role drives end-to-end ownership, governance, performance, and continuous improvement of IT infrastructure offerings for the business unit.

Key responsibilities include service strategy, operational governance, customer/stakeholder management, and continual service improvement with a focus on ITIL, security, and compliance.

Qualifications

• End-to-end service ownership and governance of IT Infrastructure Managed Services.
• Strong focus on ITIL-based service delivery and compliance.
• Experience with service measurement, reporting, and improvement.

Responsibilities

• Own service strategy, governance, performance, and CSI for multiple IT Infrastructure services.
• Ensure delivery per SLAs/OLAs, contractual obligations, and governance.
• Lead Quarterly Business Reviews and governance meetings with executives.

Job description

Role: Service Owner – IT Infrastructure Managed Services

Location – Des Moines, IA/ Onsite- Hybrid

*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Position Summary

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

Salary and Other Compensation:

The annual salary for this position is between $105,000 to $115,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

• 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

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.