CDW Senior Manager, Managed Services - Engineering in Madison, Wisconsin

Responsible for delivering excellence on contracted service obligations through strong leadership of Project Management and Engineering resources

  • Coordinates services delivered to the customer, in compliance with the contract

  • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand

  • Becomes a point of escalation for customer issues

  • Works with account teams to plan the overall customer relationship strategy, concentrating on cost reduction, service improvement and new business

  • Responsible for executing on customer service level agreements by designing an operational framework and standard operating procedures to meet/exceed overall customer satisfaction.

  • Ensures projects are executed in accordance to customer contracts and are delivered within budgetary guidelines

  • Leads team direction, coaching/mentoring, and development

  • Directs Continuous Quality Improvement, including process, tools and staff management, using both objective and subjective methods.

Key Areas of Responsibility

Service Delivery

  • Monitors SLA achievement and customer satisfaction to identify negative trends and drive remediation plans

  • Brings new IT Operations methodologies to teams and continue to drive innovative operational strategies

  • Works with operations engineers to ensure cost containment and reduction is tracking to target metrics

  • Drives the development, maintenance, and performance of change management, incident management, and problem management processes.

  • Assesses quality of work produced by the teams in providing services to ensure consistency and accuracy of information;

  • Drive automation efforts to improve efficiency and accuracy of delivery teams

  • Ensures all relevant process documentation reflects best practices and client requirements

  • Leads Continuous Quality Improvement utilizing Managed Services metrics

Customer Relations and Service Development

  • Has substantial input in the development of contractual schedules and Service Level Agreements

  • Acts as an escalation point for client issues, escalations and complaints

  • Constantly challenges and enforces engineers to build rapport and corporative relationships with customers.

  • Constantly challenges and enforces engineers to act with urgency, empathetically, and professionally when dealing with customer issues and projects.

SLA Implementation and Service Development

  • Controls measurement and analysis management to ensure all commitments are met

  • Ensures timely delivery and accuracy of regular management reports and attends review meetings (if applicable)

  • Reviews summary reports on trends, root cause analysis and other reports before they are presented to the client for completeness

Leadership and management:

  • Holds frequent performance and development discussion to establish clear directions and objectives

  • Guides and motivates others to take action that supports the vision and values of our business

  • Identifies and develops key team leaders and managers within the engineering and project management teams

  • Create and maintain a Career Development Progression Plan for all members of the team


Minimum Qualifications

  • Bachelor's Degree in Business Management or a related field or equivalent experience.

  • Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client

  • Experience in a wide variety of information technology fields to fully understand the details of services that can be provided

  • Detailed understanding of service level agreements and performance measures required to manage agreements and customer relationships

Other Required Qualifications

  • Experience in process improvement and automation

  • Leadership experience with a DevOps or highly software managed deployment

  • Data center management and delivery in an outsourcing environment

  • Strong interpersonal, written and oral communications

  • Leadership and general management

  • Project management

  • ITIL certification

  • Understanding of networking, operating systems, unified communications and core business applications

Senior Manager, Managed Services - Engineering

Madison, WI