Service Designerat CDW Careers (UK)

Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.

The Service Designer will interact closely with the Product Design team, Sales, Service Transition and Service Operations to provide an interface between CDW Sales and Services. They will provide High Level Design assistance in scoping customer’s service requirements when these are bespoke or fall outside of CDW’s standard catalogue services. Post contract award, they will coordinate and undertake low level Due Diligence and Service Design activities in order to produce fit for purpose Service Design Packages, covering the Client’s requirements and ensuring Delivery capability on behalf of Service Operations.

What you’ll do:

• Produce service designs in the form of high level and low level Service Design Packages (SDP) covering what is required to deliver, operate and manage the Services offered to the customer
• SDP’s will include documenting of processes for services that are instrumental in delivering, operating and managing customer solutions such as Incident, Problem, Event, Change, Capacity, Availability, Asset and Configuration, Service Level Management and Request Fulfillment, etc
• Design and document how the customer solution will be monitored, maintained, reported and to what service levels the service will deliver (including SLA commitments, early life SLAs, any other KPIs, 3rd party service measurements, etc)
• Detail the invoicing and contract management procedures for bespoke services
• Operate a handover ‘gate’ between BDM’s and Service Transition to ensure all requirements are passed over clearly and the blueprinted service is presented in such a way that Transition can deploy simply and effectively, on time and in budget
• Provide an escalation/information and assistance point for Service Transition for service design questions and service scope creep
• Attend Service Design & Transition department meetings to provide updates on new Product Design roll outs and pipeline of upcoming work
• Liaise closely with the R&D team to understand new service streams, how they are designed, transitioned, operated and managed

What you need to succeed:

Must-have:

• Extensive experience within the IT Managed Service Provider industry with proven experience of the Sales to Service lifecycle
• Ideally an in depth understand of CDW’s operational capabilities and delivery processes
• ITIL V3 Foundation and Intermediate qualifications in either Service Transition and/or Service Design

Nice to have:

• Highly enthusiastic, approachable and motivated to achieve targets. Self-motivated and able to prioritise workload effectively
• Excellent communication skills including presentation skills and ability to articulate ideas clearly and simply both at a technical and business level
• Proven ability at producing high quality documentation and proposals
• Proven analytical ability across internal business operations, related industries, markets, competition, etc
• Flexible, strong work ethic, willing to go the extra mile to get the job done

Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from startups 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.