Head of Service Delivery Managementat 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.

About CDW

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

Responsible for leading CDW UK’s Managed Services Service Delivery Management function, consisting of a Service Delivery Office (desk based SDMs), Service Delivery Managers, and the Cloud Finops team. You will develop and manage a growing business unit, inspiring co-workers to deliver exceptional business outcomes for our customers through the support, sale and delivery of market-leading technology or service products/capabilities.

You will work in partnership with various internal business units, and third parties, 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

• Provide leadership on the implementation of CDW’s objectives as they relate to your area of responsibility

• Lead and develop multiple sub-departments within the Managed Services business (Service Delivery Office, Management and Cloud Finops) – Always seeking to “raise the bar”

• Accountable for the management and performance of all team members, including recruitment and selection, induction, learning and development, performance management, disciplinary and absence process as required.

• Undertake regular budget monitoring, compliance and forecasting of all services within your area of responsibility

• Define and own the process to recognize, develop and close opportunities within existing customer base to upsell, increase market share, and broaden services portfolio to all SDM and Finops managed services customers

• Ultimately be responsible for and “own” all reporting in all formats from the department to ensure consistency and accuracy of data

• Ensure the timely delivery of Service Management and Finops reviews with contracted Customers to a high standard of quality, attending reviews on a “sampling” basis for all areas

• Provide regular reporting to the Head of Managed Services as required

• Oversee and manage complaints within your area, and contribute as an active member of the Escalation process.

• Measure, manage and guide the distribution of customers and workload for SDMs and Finops ensuring that the teams are working to capacity and there is cost coverage through customer charging

• Own the SDM and Finops services, ensuring clearly published and regularly updated service descriptions for both, again ensuring cost coverage and that agreed margins for these services are adhered to

• Proactively monitor services pipeline, performance, and future resource projections, ensuring this information is shared promptly with the Head of Managed Services  

• Ensure all members of assigned service teams have the right levels of expertise, certification, and clearance and are utilised in accordance with agreed levels 

• 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

• Be the voice of Service Delivery Management in terms of recommendations and improvements to; tooling, reporting, process, structure, and remit. Own and develop the department and take it forward managing cost and enabling customer growth.

Management Responsibilities

• 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 Managed Services business in collaboration with the Learning & Development department aligned with business growth plans

• Contribute to the ongoing development of the Managed Services business culture, promoting diversity, team building, and learning opportunities – promoting a progressive environment that is fun to work in

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

• 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

• 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 & Experience

• Experience in the Information Technology market (Ideally Managed Services) 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

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.