Senior Consulting Manager, Lead IT Infrastructure Managed Services

About Cognizant Consulting

Cognizant Consulting is more than Cognizant’s consulting practice. We’re a global community of 5,000+ experts dedicated to helping clients reimagine their business. Blending our deep industry and technology advisory capability, we create innovative business solutions for Fortune 500 clients. And now, we’re looking for our next colleague who’ll join us in shaping the future of business. Could it be you?

About the role

As a Senior Manager Consulting, Lead IT Infrastructure Managed Services, you will make an impact by leading the end-to-end ownership, governance, performance, and continuous improvement of one or more IT infrastructure managed services offerings within the business unit. You will serve as the primary point of accountability for service strategy, operational excellence, customer satisfaction, service innovation, and compliance.

You will be a valued member of the IT Infrastructure Managed Services team and work collaboratively with the Delivery Head, customer stakeholders, internal leadership, and cross-functional delivery teams.

In this role, you will:

• Own the strategy, governance, performance, and continuous improvement of IT infrastructure managed services, aligning service offerings with business unit growth objectives and customer requirements.
• Govern service delivery against service-level agreements, operational-level agreements, contractual obligations, and governance frameworks while addressing performance trends, risks, and corrective actions.
• Serve as the executive escalation point for service-related matters, build trusted stakeholder relationships, and lead quarterly business reviews, service reviews, and governance meetings.
• Develop and execute continual service improvement plans, including automation, AIOps, self-healing, predictive operations, service modernization, and other transformation initiatives.
• Oversee service quality and compliance across major incident, problem, change, capacity, availability, service continuity, security, audit, and operational risk-management processes.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring three days per week in a client or Cognizant office in Des Moines, Iowa. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations.

What you must have to be considered

• Experience with end-to-end ownership, governance, performance management, and continuous improvement of IT infrastructure managed services.
• Strong knowledge of IT infrastructure operations, cloud and hybrid infrastructure, infrastructure security, compliance, disaster recovery, and business continuity.
• Experience governing IT service management processes, including major incident, problem, change, capacity, availability, and service continuity management.
• Experience with ITIL service management practices, ServiceNow or similar ITSM platforms, and monitoring and observability tools.
• Demonstrated ability to manage senior customer and internal stakeholders, lead governance meetings, address service escalations, and communicate service performance, risks, opportunities, and transformation initiatives.

These will help you succeed

• Experience implementing automation, AIOps, self-healing, and predictive operations within a managed services environment.
• Knowledge of ISO, security, audit, risk-management, and compliance standards.
• Experience developing service catalogs, service descriptions, RACI models, operating procedures, quality metrics, and performance scorecards.
• Ability to standardize service delivery models across accounts and geographies.
• Experience driving the adoption of reusable assets, accelerators, best practices, and automation frameworks.

We’re excited to meet people who share our mission and can make an impact in a variety of ways. Don’t hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

Compensation

The annual salary for this position is $98,853 to 152,750, depending on the experience and other qualifications of the successful candidate.

This position is 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 eligible associates:

• Medical, dental, vision, and life insurance
• 401(k) plan and contributions
• Employee stock purchase plan
• Employee assistance program
• 10 paid holidays plus paid time off
• Paid parental leave and fertility assistance
• Learning and development certifications and programs