Cognizant
IT Service Management (ITSM) Manager
Cognizant is hiring an IT Service Management (ITSM) Manager in Palo Alto, California, United States. Posted October 2, 2026.
Job at a glance
- Company
- Cognizant
- Location
- Palo Alto, California, United States
- Workplace
- On-site
- Employment
- Full-time
- Posted
- October 2, 2026
About the job
IT Service Management (ITSM) Manager
Location :- Palo Alto, California ( 100% Onsite )
Roles/Responsibilities :-
Overseeing daily ticket operations across multiple IT teams
● Ensuring tickets are routed to the appropriate teams quickly
● Driving SLA compliance
● Reducing backlog and preventing backlog growth
● Identifying operational bottlenecks
● Leading Problem Management through root cause analysis
● Owning Change Management governance
● Improving Incident Management maturity
● Coaching and developing Level 1 support staff
● Increasing first-contact resolution
● Expanding the knowledge base
● Identifying automation opportunities to reduce manual work
● Partnering with engineering teams to automate repetitive requests and incidents
● Building operational dashboards and reporting for leadership
● Driving continual service improvement across Enterprise IT
Mandatory Skills
(Top 5 Keywords or skills)
Years of Experience
Expert
- Incident, Service Request, Problem, Change Management & Major Incident Management
12
Yes
- Service Desk operations
10
Yes
- SLA management & Backlog reduction
10
Yes
- Knowledge Management
10
Yes
- Continuous Service Improvement (CSI) & Service request automation
8
Yes
The Salary for this position will be 99,000 and 116 000 yearly 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.
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
Disclaimer: The 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.