Job Summary:

The Service Owner for IT Infrastructure Managed Services is accountable for the end-to-end ownership, governance, performance, and continual improvement of one or more IT Infrastructure service offerings within the Business Unit. This role serves as the single point of accountability for service strategy, operational excellence, customer satisfaction, and service innovation. The Service Owner ensures services operate reliably, efficiently, and securely by overseeing technical delivery, managing service providers, defining and monitoring SLAs, and driving proactive improvements. This role partners closely with cross-functional teams and managed service partners to maintain compliance, optimize service health, and ensure alignment with business needs and technology standards.

Job Duties:

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.

Required Qualifications:
• Solid experience in IT Infrastructure Operations, including managing enterprise-level services and environments.
* Strong knowledge of cloud and hybrid infrastructures, with hands-on familiarity in major platforms (e.g., Azure, AWS).
* Deep understanding of ITIL service management practices, including incident, problem, change, and continual improvement.
* Proficiency with ServiceNow or similar ITSM platforms for workflow, reporting, and service operations.
* Experience working with monitoring and observability tools (e.g., Splunk, Dynatrace, AppDynamics, SolarWinds).
* Knowledge of automation and AIOps platforms to drive proactive operations, efficiency, and incident reduction.
* Practical understanding of capacity and availability management for critical infrastructure services.
* Familiarity with infrastructure security, compliance requirements, and governance standards.
* Experience supporting or coordinating disaster recovery and business continuity planning.

Preferred Qualifications & Skills:

Preferred Qualifications

• Bachelor's degree in information technology, Computer Science, Engineering, or a related field.
• 5-10 years of experience in IT Infrastructure, Managed Services, or Service Management roles.
• Demonstrated experience owning or governing end-to-end IT services in an enterprise environment.
• Experience managing third-party providers, MSPs, or outsourcing contracts.
• ITIL certification (Foundation required; Intermediate or Expert preferred).
• Certifications in relevant technologies like Azure/AWS, networking, server administration, or service management tools.
• Strong understanding of infrastructure domains (compute, storage, network, identity, endpoint management, cloud platforms).
• Ability to define and execute service strategy, including service roadmaps, innovation planning, and lifecycle management.
• Skilled in-service governance: SLA management, KPI reporting, compliance oversight, risk management.
• Excellent vendor management skills, including contract adherence, performance reviews, and escalation leadership.
• Strong analytical capabilities with experience using dashboards, metrics, and service performance tools.
• Advanced problem-solving skills with the ability to diagnose issues across complex environments.
• Exceptional communication skills with the ability to convey technical information to business stakeholders and senior leadership.

Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $140,000 to $145,000 Cognizant Government Solutions considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

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