Sr. Manager, Managed Services Delivery

Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary
As the Senior Manager of Managed Services Engineering, you will lead and oversee the Managed Services Engineering Team to drive financial, operational, and customer satisfaction targets. The leader in this role will be responsible for a portfolio of products and services whose annual recurring revenue goals will be determined by executive team leadership. This role is pivotal in aligning the team with the overarching Services strategy while nurturing key relationships with product development, professional services, and sales departments. You will be instrumental in executing customer service level agreements, ensuring continuous service improvement, and fostering a culture of excellence and innovation within the team and throughout the larger CDW organization.

What you will do:

• Strategic Leadership: Provide strategic direction and vision for the Managed Services Engineering Teams within the assigned portfolio, driving alignment with company objectives and market trends.
• Cross-functional Leadership: Work with other senior leaders throughout Managed Services and Professional Services to help develop and strengthen offerings. Expand technical aptitudes by collaborating across teams and geographies.
• Customer Relationship Management: Cultivate and maintain strong relationships with clients, ensuring a deep understanding of their environments as well as their business needs. Lead initiatives to enhance customer satisfaction and loyalty.
• Team Management: Lead, mentor, and develop a high-performing team of management and technical professionals, fostering a collaborative and inclusive work environment. Manage workload, prioritize tasks, and allocate resources effectively to meet business goals.
• Process Optimization: Oversee the development, implementation, and enhancement of operational processes and procedures, ensuring alignment with industry best practices and standards such as ITIL.
• Continuous Improvement: Drive a culture of continuous improvement within the team, leveraging key metrics and feedback mechanisms to identify areas for enhancement and implementing strategies to optimize service delivery.
• Financial Management: Manage operational costs, plan budgets, and drive cost optimization initiatives while ensuring the highest quality of service delivery. Understand financial statements and be able to express their meaning to superiors and subordinates as needed.
• Stakeholder Engagement: Collaborate closely with internal stakeholders including sales, product development, and professional services teams to drive synergy and alignment across departments.
• Performance Monitoring and Reporting: Establish performance metrics, monitor team performance, and provide regular reports and updates to senior management on key metrics, achievements, and areas for improvement.

What we expect of you:

• Bachelor's degree plus 10 years of experience in consulting or IT services delivery, with a proven track record of leadership and management, OR
• 14 years of experience in consulting or IT services delivery, with a proven track record of leadership.
• Extensive experience in process management and improvement, with a strong understanding of ITIL frameworks.
• Excellent leadership and team-building skills, with the ability to inspire, motivate, and develop high-performing teams.
• Exceptional communication skills, both oral and written, with the ability to effectively communicate complex technical concepts to a variety of audiences.
• Strong analytical and problem-solving abilities, with a demonstrated aptitude for strategic thinking and decision-making.
• Proven ability to build and maintain strong relationships with clients, vendors, and internal stakeholders.
• Experience in financial management, budgeting, and cost optimization.
• Willingness to travel as needed, up to 25% of the time.
• Experience with the IBM Portfolio, including relevant tools, platforms and services used in enterprise IT environments, a plus.

Pay range: $137,000 - $190,360 depending on experience and skill set

Annual bonus target of 35% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-

Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.