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

The ITSM SLA Tracking & Reporting Lead is responsible for governing and reporting on contractual Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Key Performance Indicators (KPIs), and Experience Level Agreements (XLAs) across a large-scale Infrastructure Managed Services environment. This role serves as the central authority for service performance analytics, operational reporting, dashboard development, governance reporting, and continual service improvement initiatives.

The ideal candidate will possess strong expertise in ITSM reporting, ManageEngine ServiceDesk Plus (SDP) , Power BI, advanced Excel analytics, and ITIL-based service management processes. The individual will partner with operational teams, service delivery leaders, and customer stakeholders to ensure reporting accuracy, service transparency, contractual compliance, and data-driven decision making.

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

1. SLA, OLA & KPI Governance

Own and govern contractual SLAs, OLAs, KPIs, and XLAs across Infrastructure Managed Services, ensuring service commitments are measured accurately and reported consistently.

2. Service Performance Monitoring

Monitor and analyze service performance across Service Desk, End User Services, Cloud, Network, Compute, Storage, Database, and Security operations, proactively identifying trends, risks, and improvement opportunities.

3. Reporting & Dashboard Development

Design, develop, and maintain operational dashboards, executive scorecards, and performance visualizations using Power BI to provide actionable insights to leadership and customers.

4. ManageEngine ServiceDesk Plus Reporting

Serve as the subject matter expert for ManageEngine ServiceDesk Plus reporting by creating, customizing, and maintaining reports, dashboards, KPIs, scorecards, and automated reporting solutions.

5. Executive & Governance Reporting

Prepare and publish daily, weekly, monthly, quarterly, and executive governance reports that clearly communicate service performance, SLA attainment, risks, and business outcomes.

6. Advanced Data Analytics

Leverage advanced Microsoft Excel capabilities including PivotTables, Power Query, XLOOKUP/VLOOKUP, formulas, automation, and trend analysis to support operational reporting and decision-making.

7. Service Metrics & Trend Analysis

Track and report key service management metrics including SLA compliance, incident resolution, major incident performance, service request fulfillment, change success rates, problem management effectiveness, backlog aging, availability, and customer satisfaction.

8. Data Quality & Reporting Integrity

Ensure reporting data is accurate, consistent, traceable, and audit-ready by validating ticket categorizations, assignment groups, priorities, closures, SLA configurations, and underlying service management data.

9. Stakeholder Engagement & Service Reviews

Facilitate SLA review meetings, Monthly Service Reviews (MSRs), Quarterly Business Reviews (QBRs), and operational governance sessions with internal leadership and customer stakeholders.

10. Continual Service Improvement

Identify SLA breaches, performance gaps, operational risks, and service improvement opportunities while driving corrective actions, automation initiatives, reporting enhancements, and measurable business outcomes.

What you’ll need to succeed (required skills)

• 7+ years of experience in ITSM reporting, SLA management, service governance, or operational analytics.

• 3+ years of hands-on experience with ManageEngine ServiceDesk Plus reporting and dashboard development.

• Experience supporting Infrastructure Managed Services, IT Operations, or Enterprise Service Desk environments.

• Proven experience delivering executive-level operational reporting and governance presentations.

• Experience working within multi-vendor and globally distributed service delivery environments.

Required Technical Skills

ManageEngine ServiceDesk Plus (Mandatory)

• Custom report development and administration.

• Dashboard creation and KPI reporting.

• Service scorecard development.

• Understanding of ticket lifecycle management.

• Knowledge of categories, priorities, assignment groups, workflows, and SLA configurations.

• Reporting automation and recurring report scheduling.

Power BI (Mandatory)

• Dashboard development and visualization.

• Data modeling and transformation.

• DAX development.

• Report publishing and administration.

• Executive dashboard creation.

• ITSM operational analytics and reporting.

Advanced Microsoft Excel (Mandatory)

• Pivot Tables

• Power Query

• XLOOKUP / VLOOKUP

• Advanced formulas and functions

• Data analysis and reporting automation

• Dashboard creation

• Trend analysis and forecasting

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.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.