ITSM SLA Tracking & Reporting Lead

Job Title: Job Title: ITSM SLA Tracking & Reporting Lead

Job Location: Remote, USA.

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

About The Role

We are seeking an experienced ITSM SLA Tracking & Reporting Lead to oversee service level governance, operational reporting, KPI measurement, dashboard management, and executive reporting for a large-scale Infrastructure Managed Services engagement. This role serves as the centralized governance function responsible for ensuring contractual SLA compliance, operational transparency, service performance measurement, and continual service improvement across multiple infrastructure towers.

The successful candidate will work closely with Service Delivery Managers, Tower Leads, Operations Teams, PMO, Governance functions, and Customer Leadership to monitor performance, identify risks, provide actionable insights, and drive operational excellence.

Salary And Other Compensation

The annual salary for this position is between $83,000 to $92,000 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 and govern Service Level Agreements (SLAs), Operational Level Agreements (OLAs), KPIs, and service performance metrics across a large-scale Infrastructure Managed Services environment, ensuring compliance with contractual commitments and operational objectives.
• Monitor, analyze, and report service performance across key infrastructure domains including Service Desk, End User Services, Cloud, Network, Compute, Storage, Database, and Security operations.
• Develop, maintain, and automate operational dashboards, scorecards, and executive reports, providing accurate visibility into service performance, trends, risks, and improvement opportunities.
• Lead service performance reviews and governance activities, facilitating discussions with customer stakeholders, service delivery leaders, and operational teams to drive accountability and performance improvements.
• Identify and manage SLA risks, service performance gaps, and recurring operational issues, driving corrective and preventive action plans to improve service quality and compliance.
• Manage reporting governance within ServiceNow and related reporting platforms, ensuring data accuracy, reporting consistency, and adherence to ITSM processes and standards.
• Prepare and present executive-level governance reports, service review packs, and performance summaries for Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and leadership meetings.
• Drive Continual Service Improvement (CSI) initiatives through trend analysis, root cause investigations, and collaboration with tower teams to enhance operational efficiency and customer experience.
• Maintain audit-ready documentation and reporting artifacts, ensuring compliance with contractual obligations, ITIL best practices, internal governance standards, and customer audit requirements.
• Serve as the central coordination point between Service Delivery Managers, Tower Leads, PMO, Operations Teams, and Customer Leadership, providing actionable insights that support operational excellence and strategic decision-making.

What You’ll Need To Succeed (required Skills)

• 8+ years of experience in IT Service Management (ITSM), Infrastructure Managed Services, or Service Delivery Governance.
• 5+ years of experience managing SLA reporting, KPI measurement, governance, and service performance programs within enterprise IT environments.
• Strong knowledge of ITIL-based service management processes, including Incident, Problem, Change, Service Request, Major Incident, and Service Level Management.
• Hands-on experience with ServiceNow reporting, dashboard development, and operational analytics.
• Advanced reporting and data analysis skills using tools such as Power BI, Excel, and reporting automation platforms.
• Experience supporting large-scale managed services engagements and presenting performance results to customer and executive leadership.
• Strong stakeholder management, communication, governance, analytical, and problem-solving skills.
• Ability to operate effectively in multi-vendor, cross-functional, and globally distributed delivery environments.

Preferred Qualifications

• ITIL Foundation or higher ITIL certification.
• Experience with Power BI, SQL, or reporting automation solutions.
• Understanding of Infrastructure Operations, Cloud Services (AWS/Azure/GCP), Network Operations, End User Services, and Service Desk environments.
• Experience driving Continual Service Improvement (CSI) programs and service transformation initiatives.

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 Remote role in USA.

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.

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.

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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.