Head of Managed Servicesat CDW Careers (UK)

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 was founded in 1984 and employs approximately 14,600 coworkers.

CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together.

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers in a rapidly evolving technology landscape.

JOB SUMMARY

Responsible for leading CDW UK’s Integrated Technology Managed Service function consisting of Service Desk, Monitoring & Event Management, 2nd & 3rd Line Operations, Major Incident, Change and Problem Management, Field Service Engineering, Service Delivery and supporting roles. You will develop and manage a growing business unit, inspiring coworkers to deliver exceptional business outcomes for our customers through the sale and delivery of market-leading technology or service products/capabilities.

You will work in partnership with various internal business units, supporting initiatives that drive improvements to the way we operate through process and platform initiatives, always demonstrating balanced flexibility and a passion to engage. 

KEY RESPONSIBILITIES

• Build the UK’s best Integrated Technology Managed Services business by leading and developing the business unit (consisting of Service Delivery Management, Major Incident, Problem and Change Management, Service Desk, 2nd & 3rd Line Engineering, Operational Consulting, Field Services), proactively driving exceptional customer experiences by innovating our delivery model, driving increased customer satisfaction and retention through the delivery of exceptional contracted customer outcomes – Always seeking to “raise the bar”
• Proactively manage performance across the Managed Services business, ensuring SLA and KPI compliance in line with contractual commitments
• Proactively monitor services pipeline, performance, and future resource projections, ensuring this information is shared promptly with the broader Integrated Technology senior leadership team and Finance department
• Ensure all members of assigned technical or service teams have the right levels of expertise and are utilised in accordance with defined utilisation criteria
• Work in partnership with Sales, Pre-Sales and the wider Services business to drive positive customer outcomes, manage expectations and resolve contracted delivery issues where applicable
• Attend and participate in internal, customer or partner events to showcase CDW’s capability
• Monitor and ensure coworker interactions with customers are always timely and professional
• Lead the implementation of ServiceNow and Astea across the Managed Services business to deliver a true omni-channel experience, evolving our processes, workflows, and reporting capabilities

MANAGEMENT RESPONSIBILITIES

• 5+ years line management experience with highly effective leadership, organisational, and management qualities/skills with the ability to establish mutual respect at all levels through collaboration with both internal and external stakeholders
• Create and foster an environment conducive to innovation, high productivity, and high quality, regularly observing the performance of direct and in-direct reports, ensuring they maintain focus, motivation, adhere to and improve quality standards
• Lead and develop teams and individuals within their responsibility, motivating, mentoring, coaching and nurturing talent with a positive attitude – Ensuring teams are highly motivated, quality-minded, and commercially focused
• Assist in the development of training and certification plans for the Integrated Technology business in collaboration with the Learning & Development department aligned with business growth plans
• Contribute to the ongoing development of the Integrated Technology business culture, promoting diversity, team building, and learning opportunities – promoting a progressive environment that is fun to work in
• Attract new and retain existing coworkers that have technical or professional expertise that maintains and promotes capabilities needed by the UK business
• Conduct monthly 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (PMP, IDP, TRP and other initiatives)
• Accountable for accurate departmental financial forecasting, cost center management, opportunity cost model standards, staffing, recruitment, and coworker performance management
• Build and maintain strong relationships with other departmental leads (including US and Canadian peers) to maintain an awareness of developments within the wider business and support opportunities for standardisation across geographies where applicable
• Partner with the Business Transformation team, supporting business initiatives relevant to the department including but not limited to new systems implementation, modernisation, migration, and process improvement
• Collaborate with Finance to develop and maintain accurate cost models relevant to the development and maintenance of productised services or individual deals where applicable
• Act as a senior escalation point for business-critical events related to the business unit you lead, taking ownership of issues and driving remediation activity as necessary

QUALIFICATIONS, SKILLS, AND EXPERIENCE

• 10+ Years’ experience in the Information Technology market with proven experience working as a senior leader combined with a demonstrable track record of leading and developing teams and individuals
• Proven experience of CxO level interaction, engagement, and relationship management
• Proven track record of driving revenue growth, managing cost, and attracting, retaining, and developing talent
• Strong understanding and experience of the procurement lifecycle including negotiation, contracting, and the management of third parties
• Experience in building internal departmental brand and engaging with multiple internal business units
• Professional certifications (desirable) such as ITIL® Intermediate Certification (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement), Prince2®, ServiceNow, or other Business Administration or Leadership & Management qualifications 

ESSENTIAL ATTRIBUTES

• Highly ambitious, credible, motivated, and accountable individual with an appreciation for building meaningful and lasting relationships, combined with a desire and ability to “win hearts and minds” - Confident yet humble in their approach
• Detail-oriented with strong time management skills combined with the capacity to lead and work on multiple initiatives, as well as dynamically prioritise and pivot based on changing business needs
• Outstanding communications skills, with the ability to clearly and concisely present concepts and recommendations in verbal, written, and presentation formats to customers, senior leaders, and cross-functional audiences
• High levels of industry-related knowledge with an insatiable thirst for new information relevant to the market
• Prepared for occasional travel between CDW UK & International offices as the role requires whilst maintaining a suitable home life balance
• Ability to allocate time to undertake personal development activities such as attending training, achieving certifications, and focusing on soft-skill development – always seeking to personally develop as an individual 

CUSTOMER FOCUS AND WAYS OF WORKING

• Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role. 
• Each coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards, and policies, and to act if they believe someone else is not acting consistently with those values, standards, and policies.   
• Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
• Each coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:
• Protect all information assets from unauthorised access, disclosure, modification, destruction & interference

• Treat the security of all information assets according to their designated information security classification
• Ensure that they only access information assets that they are authorised to do so.
• Adhere to the procedure for reporting any security weakness or event
• Commit to, and participate in, personal development of information security awareness & knowledge
• Comply with all laws and contractual obligations regarding the protection of data