Team Leader, Professional Service Operationsat CDW Careers (UK)

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.

CDW prides itself on “making amazing happen”. 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.

Job Summary

The Professional Services Support Team Leader is responsible for overseeing & managing the day-to-day activities for the Professional Services Support Team to ensure the delivery of accurate and efficient work. Responsible for setting clear expectations and ensuring consistent high output from the team with attainable KPI’s (key performance indicators) & SLA’s (service level agreements). The Services Support team are responsible for raising purchase orders for 3rd party Professional Services, managing the purchase order through to completion and billing clients for internal and external Professional Services.  

Key responsibilities

• Drive productivity, efficiency & improve Sales engagement 

• Ensure the lifecycle of a Purchase Order is completed accurately & efficiently by the team 

• Build exceptional relationships with Sales to ensure the service provided by the department is in line with expectations 

• Collaborate with the Professional Services Operations Team Leader’s & Manager to deliver the agreed strategic and cultural direction of the Professional Services department and general improvements to meet or exceed departmental KPI’s 

• Dashboard maintenance ensuring utilisation & output for team are shown accurately

• Data analysis to report on KPI’s, benchmarking & SLA’s, spot trend areas for improvement 

• Act as the escalation point for all work carried out by their team, document escalations & close gaps to mitigate further escalations 

• Review & enhance existing processes within the team 

• Ensure all procedures & reference documents are maintained  

• Support Supplier Management on the performance & quality of our 3rd Party suppliers. Providing regular feedback, areas for improvement and relationship management. 

• Attend review meetings with 3rd parties to discuss issues or concerns 

• Assist our sales teams by attending their team meetings to discuss updates & obtain feedback 

• The co-ordination, supervision, and leadership of all coworkers within Services Support

• Conduct regular 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with Coworker Services guidance

• Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work

• Provide ongoing coaching and development to increase productivity and readiness. Create training plans & maintain a skills matrix to upskill the team

• Perform regular team meetings

• Stand in for the Resourcing Team Leader when requested

The above is not an exhaustive list of duties and you will be expected to perform different  tasks as necessitated by your changing role within the organisation and the overall business  objectives of the organisation.

Qualifications, Skills & Experience

• Experienced supervisor of an operational team 

• Purchase Order / Back Order management experience

• Analyses information to solve on going problems, can implement successful procedures

• Provide direction to a team using extensive knowledge of established precedents & practices

• Quality focused with excellent attention to detail

• Methodical & analytically minded

• Can work on their own initiative, or as a team toward common goals

Essential Attributes

• Highly enthused, motivated individual who can inspire & influence

• Results-oriented with a track record of success for achieving and exceeding goals

• Keen to build critical long-lasting relationships with a range of stakeholders

• Strategic thinker and exceptional executor

• Excellent communicator

More about CDW and your career with us:

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.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. 

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and 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 who you will learn from 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 on a rapidly evolving technology landscape.