Director, Professional Services

Description

The Director of Professional Services is a business solutions thought leader at CDW.TheDPSis accountable for leading the Security Cyber & Physical Professional Services teams in the achievement of CDW Technologies (Company 03) financials, team utilization and individual revenue targets, overall coworkerretention and upward mobility,and customer satisfaction targets around delivery excellence.

To realize these targets,theDPSwillbe responsible forensuring that professional servicesisrunning at peak performance, driving strong customer focus, aligned with market demand, developing services coworkers to align to that market demand, working closely with our sales teams and enabling efficiencies inoperations in collaboration with our Services & Solutions (S&S) centralized Operations team. This position will also work closely with other teams within CDW, including Partner & Program Management (PPM), Legal and Contracting, the PSM teams, Coworker Services (CWS), Sales, S&S Presales, Configuration Services, Managed Services, Revenue Operations (RevOps), and Enterprise Business Operations (EBO) to drive greater alignment across all service solution areas.

Key Areas of Responsibility

Customer Responsibilities

• Monitor, measureand achieve customer satisfaction targets and business outcomes, ensuring services customers arerepeatCDW customers.

• Establish and cultivate a solid working relationship with customers - building relationships with customer decision makers, including CISOs, Security Directors and Managers

• Lead and collaborate with Sales, Presales and aligned S&S practice team(s) on customer sales calls, servicespricingand sales / customer strategies for services opportunities.

• Lead effort to educate sales teams and customers about CDW Security practice services offerings and capabilities.

• Conduct face-to-face customer loyalty meetings (QBRs) for top services customers in collaboration with the associated account team. Establish and cultivate solid workingrelationshipwith all internal customers - Professional Services Managers, Solutions Teams, Coworker Services, Sales and Presales Leadership, Client Executives / Account Managers, and Senior Leadership Team.

• Establish and cultivate a solid working relationship with vendor partners, educating our partners on our services capabilities, and working closely with partners on strategic opportunities and service-attach motions.

• Validate and approve services pricing, scope of work and services contracts for large and/or strategic services engagements.
• Provide oversight for strategic customer engagements and programs that have large revenue potential and/or servicelevel.

• Ensure that the Professional Services Teams are incorporating operational best practices in the delivery of services of all solutions across Practice(s) and geographies.

• Set a culture for and drive continuous improvement within the Professional Services team, reviewing lessons learned and applying to next customer projects.

Coworker Responsibilities

• Work closely with each practice domain leader to “future proof” domain offerings, and strategize on capabilities, service offerings, partnerships and skill sets that will fully leverage the existing team and raise demand to further grow the team(s).
• Leverage an “AI-smart” strategy towards delivery methodology, relying on AI when appropriate and with the assured return on investment
• Directly manage Senior Managers who lead each Security domain professional services function, inclusive of Project Management

• Accelerate the professional and technical development of your management team and of coworkers through coaching and training, ensuring laser focus on profitably growing the business.

• Ensure Senior Managers are managing their teams to have the right set of technical and interpersonal skills to meet immediate and long-term customer demand.

• Provide complete,accurate,timelyand frequent communication with your teams, communicating the strategy,objectivesand performance from the CDW leadership team.
• Evangelize the services capabilities and skill of our business to key OEM contacts to drive utilization, revenue and joint success.

• Deliver substantive performance feedback and coaching to your team based on CDW Way core principles

• Attract,recruitandretainthe "best and brightest" Professional Services Coworkers.

• Set the culture of collaboration,supportand customer focus through your management team.

• Monitor and resolve coworker satisfaction / loyalty issues.

• Ensure that best practices are incorporated in the delivery of all solu