Manager-Engineering, Collaboration – Managed Services

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

The Managed Services Engineering Manager demonstrates focus in leading a specific Managed Services Engineering Team to achieve financial, operations, customer satisfaction and coworker targets. The person in this role is responsible for delivery of one or more services and additionally serves as the product owner for those services. The role includes but is not limited to:

Understand and align the engineering team to ensure overall Services strategy is implemented through Services teams, which includes building and maintaining key relationships with product development, professional services and sales.

Executing on customer service level agreements by utilizing our operational framework and standard operating procedures to meet or exceed overall customer satisfaction.

Continuous Service Improvement: includes both process and staff management, using both objective and subjective methods. Includes performance management.

Allocating engineering resources to provide technical services to maintain, support, and optimize the specific technology areas assigned.

Establish and cultivate a solid working relationship with customers through sales opportunities, quarterly reviews, and especially during support issues. Build and maintain strong relationships with key partner representatives (Cisco, IBM, Microsoft, VMWare, etc.).

What you will do:

• Customer Satisfaction: Understand customer environments and business needs.
• Meet periodically with customers through sales opportunities, quarterly reviews, and especially during support issues.
• Track, monitor and report Customer Satisfaction Performance Measures, including Customer Satisfaction Surveys.
• Leadership and Management: Managing workload; prioritizing and assigning resources. Includes review Service Desk queues and related reports.
• Serve as a primary point of contact for the collaboration of strategic and tactical plans for the current and future development of the technologies assigned to their specific technology.
• Time reporting and related analysis.
• Hiring staff.
• Building and motivating effective teams.
• Delegating responsibilities to appropriate team members.
• Performance management: Consistent feedback, both positive and negative Assessment, both subjective and objective Coaching/mentoring Individual Development Planning (career path, improvement opportunities, training)
• Maintaining the On-call schedule.
• Work closely with peers to achieve company, department and personal goals.
• Willing to take calculated risks to meet customer needs and department goals.
• Process Management: Oversee the development, maintenance, and performance of the problem, change and work order processes.
• Deliver Operational Framework and Standard Operating Procedures to staff and ensure adherence through Quality Assurance process.
• Review Operational Framework and Standard Operating Procedures on an on-going basis to identify process and organizational structure gaps.
• Continuous Service Improvement utilizing using key metrics.
• Communication: Regular staff interaction, both written and face-to-face.
• Customer interaction, both written and face-to-face.
• Work collaboratively with other groups and managers to successfully manage customer expectations and environments.
• Financial: Manage operational costs, plan, and budget.

What we expect of you:

• Bachelor’s Degree and 5 years of relevant experience, OR
• 9 years of related consulting or IT services delivery experience
• Previous consulting leadership experience required
• Process management and improvement
• Experience in ITIL
• Ability to lead teams; gain consensus
• Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
• Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
• Ability to identify and creatively resolve client, project and people issues
• Proven negotiation skills
• Experience working with vendors and business partners
• Ability to lead and manage to ensure attainment of critical results
• Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
• Ability to act as a trusted advisor in a strategic partnership
• Ability to understand, remember, and apply oral and/or written instructions or other information.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to multi-task, organize and prioritize.
• Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites.
• Customer Success Leadership: Proven track record of driving customer success through proactive engagement strategies, data-driven insights, and a deep understanding of customer needs. Adept at building scalable support models, improving retention, and fostering long-term relationships that translate into measurable business outcomes, a plus.
• Leadership & Team Development: Inspires high-performing teams through strategic vision, empathetic leadership, and a commitment to continuous improvement. Skilled in mentoring emerging leaders, fostering cross-functional collaboration, and driving accountability to achieve organizational goals in dynamic, fast-paced environments, a plus.
• Knowledge of Cisco, Zoom, Microsoft Teams, Five9, Webex, or RingCentral products and services, a plus.

Pay range: $125,000 - $171,641depending on experience and skill set

Annual bonus target of 20% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

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.