Role: Client relationship Manager - IT Infrastructure Managed ServicesLocation - Des Moines, IA/ Onsite- Hybrid*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Position SummaryThe 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 ResponsibilitiesService 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: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• 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.
Additional employment informationCompensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
