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Service Delivery Manager - Onsiteat CDW Careers (UK)

Job ID: 
Post Date: 
11 Nov 2021
London, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 


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.


What you’ll do:

  • To manage the performance of Desktop, Network and Project services provided to clients as per agreed contract and ensure that Service Levels are achieved
  • Operational responsibility for service delivery targets, SLA’s, OLA’s and contractual compliance
  • To ensure CDW adherence to service management principles delivered to the customer (CLIENT) consisting of :- Incident Management, Service Request Fulfilment, Asset and Configuration Management, Continual Service Improvement
  • Primary onsite escalation for all services provided by CDW to CLIENT
  • Using technical experience and analytical techniques to problem solve and identifying root causes in complex situations
  • Develop, rollout and ensure adherence to processes and standards to meet CDW’s and customer’s service delivery expectations
  • Stakeholder Management of key CLIENT contacts at middle, senior and executive management level
  • Stakeholder communication to CDW key contacts from Sales and Services divisions
  • Resource management of dedicated onsite support team and designated contingency team members
  • Conduct annual performance management plans and periodic reviews with CDW co-workers onsite
  • Lead the recruitment process for new or replacement onsite resources
  • Lead or support regular onsite team meetings with CDW co-workers
  • Absence Management of all CDW team members on the account, both planned (holiday) and unplanned (sickness, lateness)
  • Global resourcing coordination and scheduling for designated location on an ad-hoc or on demand basis
  • Working with account management team to identify new opportunities to grow our services footprint within our customer base
  • To produce standard (monthly) service reports or on-demand analytical reports, for both technical and non-technical audiences
  • Ensuring these service reports are produced on time and with the quality of information required by the customer and in line with CDW’s contractual obligations
  • To schedule, present and drive the monthly service review for both Desktop and Network Services
  • To be the source of innovation in identifying and developing service improvement initiatives benefiting both CLIENT and CDW
  • Conduct regular audits and tracking of key operational processes to ensure achievement of service level targets
  • Work closely with internal service providers to develop and continually improve the service levels
  • Make recommendations on operational working practices
  • Support the onsite Senior Engineer in the fulfilment of his/her duties
  • Support the Clients Asset Management Team on their processes and procedures
  • Responsible for performance of services provided to clients 
  • Operational performance responsibility to ensure CDW’s contractual obligation is met and additional opportunities identified
  • Identify and escalate any issue which exposes CDW to risk
  • Highlight clear changes to process that will improve service delivery and performance
  • Responsible for the development of internal processes and work flow for continual improvement to service management and support
  • To provide guidance and escalation to process management team as required
  • Liaison across service departments to understand process breakdowns.
  • Assist in development of standard and bespoke requirements for reporting as required on client by client basis
  • Responsible for costs, profitability and return on investment against contract
  • To manage and continually review cost of services delivered and make recommendations as required which will help maximise revenue and profit margins without jeopardising quality of service
  • Responsible for capacity management and forecasting
  • To manage and forecast on resource required to meet contractual demand if and where applicable
  • Responsible for the development of client relationships
  • Develop relationships with clients and senior stakeholders responsible for services, incorporating regular site visits and review feedback from an unbiased perspective with a focus of implementing change for continual improvement
  • Encouragement of cross departmental working and feedback
  • Provide unbiased feedback and escalation in order to improve internal services process and work flows
  • The Service Delivery Manager has a responsibility to understand the working of all internal departments and associated processes
  • Have a complete understanding of the company’s wide range of service offerings, including associated processes.  Fully understand other business functions within services.  Where necessary this will involve an element of cross training
  • Identify and highlight opportunities for the company to win new business
  • Develop relationships with Account Managers, particularly with regard to promoting services and growing our services footprint within our client base
  • Adhering to Quality, IT and Security Management Systems including relevant procedures and policies at all times


What you need to succeed:


  • Education - to A-level/GCSE or equivalent
  • ITIL Accredited (relevant intermediate modules desired)
  • Prince 2 (desired)
  • Understanding of Service Management Methodologies and best practice
  • Previous Service Delivery Management experience required
  • Broad technical knowledge and understanding, with an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
  • Understanding the importance of business processes and compliance
  • Capable of complex data analysis to influence strategy and decision-making
  • Excellent communication and negotiation skills
  • Very strong relationship management skills
  • Experience in dealing with a sales environment
  • Experience of report writing
  • Advanced Microsoft Office knowledge - Word, Excel, Outlook, Microsoft Project and Visio
  • Able to identify the in scope and out of scope elements of a contract and to manage the customer’s expectations accordingly
  • Demonstrable experience of working in an IT Service management capacity
  • Experience of managing suppliers in outsourcing contracts
  • Experience of Project and Problem management across multiple industries and business cultures
  • Innovative thinking, in terms of service quality and improvements within the boundaries of CDW’s limits (resource, budgetary, legal etc.)


Nice to have:

  • Good organisational skills
  • Analytical, with exceptional attention to detail
  • Passionate, professional, with a ‘can-do’ attitude at all times
  • Reality Based Optimism i.e. perseverance, determination
  • Learning Based agility
  • Self-motivated and looking for challenge
  • Mature in attitude and with the confidence to liaise with clients on a one-to-one basis
  • Proactive thinking and approach
  • Problem management and solving
  • Intuitive and balanced decision making
  • Conceptual thinking
  • Excellent communication and negotiation skills
  • Innovative thinking, in terms of service quality and improvements within the boundaries of CDW’s limits (resource, budgetary, legal etc.)
  • Patience, tolerance and resilience


Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organisations 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.


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