Job Title: Service Owner – IT Infrastructure Managed Services
Job Location: Hybrid- Des Moines, Iowa, USA
About the Role
We are seeking an experienced Service Owner to provide end-to-end ownership, governance, performance management, and continual improvement of IT Infrastructure Managed Services. This strategic leadership role acts as the single point of accountability for service delivery excellence, customer satisfaction, operational governance, service innovation, and compliance across complex infrastructure environments.
The Service Owner will partner with business leaders, customers, service delivery teams, and technology stakeholders to ensure services are aligned with organizational goals, deliver measurable business value, and continuously evolve through automation, modernization, and operational transformation initiatives.
Salary and Other Compensation:
The annual salary for this position is between $105,000 to $115,000 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.
In this role, you will
Own the end-to-end lifecycle of IT Infrastructure Managed Services, ensuring alignment with business goals, customer requirements, and service strategy.
Drive service governance and operational excellence by managing SLAs, OLAs, contractual commitments, KPIs, and overall service performance.
Lead ITIL-based service management processes, including Major Incident, Problem, Change, Capacity, Availability, and Service Continuity Management.
Act as the primary executive escalation point for critical service issues, ensuring timely resolution and effective stakeholder communication.
Build and maintain strong customer and leadership relationships, conducting Quarterly Business Reviews (QBRs), Service Reviews, and Governance meetings.
Develop and execute Continual Service Improvement (CSI) initiatives, leveraging automation, AIOps, self-healing capabilities, and predictive operations to improve efficiency and service quality.
Establish service quality frameworks and operational scorecards, ensuring compliance with ITIL, ISO, security, audit, and regulatory standards.
Govern operational risk management and business continuity programs, including disaster recovery readiness, mitigation planning, and compliance reviews.
Define and maintain service catalogs, RACI models, standards, and operating procedures, driving consistency across accounts, regions, and delivery teams.
Provide strategic leadership for infrastructure services, including Cloud & Hybrid Infrastructure, ServiceNow/ITSM platforms, Monitoring & Observability tools, Infrastructure Security, Capacity Management, and Automation platforms.
What you’ll need to succeed (required skills)
10+ years of experience in IT Infrastructure Operations, Managed Services, or Service Management.
5+ years in a Service Owner, Service Delivery Manager, Infrastructure Manager, or equivalent leadership role.
Experience managing enterprise-scale infrastructure services across global environments.
Proven track record of driving service transformation and operational excellence initiatives.
Required Skills & Expertise
IT Infrastructure Operations & Managed Services
ITIL Service Management Framework
ServiceNow and Enterprise ITSM Platforms
Cloud & Hybrid Infrastructure (Azure, AWS, GCP)
Monitoring & Observability Tools
Automation, AIOps, and Self-Healing Technologies
Capacity & Availability Management
Infrastructure Security & Compliance
Disaster Recovery & Business Continuity
Strong Stakeholder, Governance, and Executive Communication Skills
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
Work model:
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is a hybrid role requiring 3 days a week at Client/ Cognizant office in Des Moines, Iowa, USA.
Disclaimer: The salary, other 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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
