Job Title: Job Title: Job Title: Operations Lead - Infrastructure Managed Services (IMS)
Job Location: Hybrid [2-3 days in the office]- Wayzata, MN/ Atlanta, GA, 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
IMS Operational Lead to provide operational leadership for a large-scale managed services environment. The ideal candidate should demonstrate strong operational leadership and technical breadth, with proven experience in IT Service Delivery, customer engagement, governance, and transformation initiatives. The role requires knowledge of Desktop, Windows, Linux infrastructure, virtualization, storage, backup and disaster recovery, identity services, endpoint security, automation, and monitoring to effectively lead managed services operations and drive operational excellence.
The successful candidate will act as the primary operational leader, ensuring service stability, customer satisfaction, SLA achievement, operational governance, and continuous improvement while driving strategic transformation initiatives across the infrastructure and support landscape.
Salary And Other Compensation
The annual salary for this position is between $90,000 to $112,000 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
- Lead day-to-day managed services operations, ensuring stable, reliable, and efficient service delivery across infrastructure and support environments.
- Drive achievement of SLA, KPI, quality, productivity, and customer satisfaction targets through effective operational governance and performance management.
- Serve as the key customer-facing operational leader, managing stakeholder relationships, executive communications, service reviews, and escalations.
- Lead cross-functional infrastructure and support teams spanning Desktop Services, Windows, Linux, Virtualization, Storage, Backup/DR, Identity & Access Management, Endpoint Security, and Monitoring platforms.
- Establish operational governance practices, including service reviews, risk assessments, compliance tracking, operational reporting, and improvement planning.
- Identify operational risks, service gaps, recurring incidents, and performance bottlenecks, implementing corrective and preventive actions.
- Drive operational excellence initiatives through process optimization, automation, standardization, and adoption of best practices.
- Lead service transformation programs focused on efficiency improvements, cost optimization, automation, and enhanced customer experience.
- Ensure effective incident, problem, change, and escalation management processes are followed to maintain service continuity.
- Develop and present operational dashboards, service metrics, executive reports, and actionable insights to customers and leadership teams.
- Collaborate with technical SMEs, architects, and delivery teams to align operational strategies with business objectives.
- Support resource planning, capacity management, financial governance, and continual service improvement initiatives.
What You’ll Need To Succeed (required Skills)
- 12+ years of experience in IT Infrastructure Management, Managed Services, IT Operations, or Service Delivery leadership roles.
- Proven experience leading large-scale IT service delivery and operations engagements.
- Strong customer engagement and stakeholder management experience, including executive-level interactions.
- Experience managing global delivery teams and multi-vendor operational environments.
- Strong understanding of ITIL-based service management processes and operational governance frameworks.
- Experience driving service transformation, automation, modernization, and continuous improvement programs.
Technical Knowledge
The candidate should possess broad technical understanding across the following areas:
- Desktop and End User Computing Services
- Windows and Linux Infrastructure Administration
- Virtualization Platforms (VMware, Hyper-V, Nutanix)
- Storage Technologies and Capacity Management
- Backup and Disaster Recovery Solutions
- Identity and Access Management Services
- Endpoint Security and Compliance Controls
- Infrastructure Monitoring and Observability Platforms
- Automation and Operational Efficiency Tools
- Application Support Operations and Production Support Environments
Preferred Skills
- ITIL Foundation / ITIL Managing Professional certification
- Experience leading managed services operations within enterprise environments
- Exposure to cloud-enabled infrastructure and hybrid operating models
- Experience with automation, monitoring, and operational analytics platforms
- Strong analytical, problem-solving, and decision-making capabilities
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 2-3 days a week at a client location in either Wayzata, MN/ Atlanta, GA, 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.
