Skip to main content CDW

CDW is committed to employment equality. If you need any adjustments to support your application or to access our facilities, please contact us.

MIM and Incident Management Practice Leadat CDW Careers (UK)

Job ID: 
Post Date: 
14 Jun 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 

This job posting is no longer active


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:

  • Leading a team managing and overseeing service restoration or impact reduction (implementation of workarounds)
  • Ensure timely Service Provider engagement (cross-tower, external, etc.)
  • Provide consistent end-to-end outage and business communications to all levels of stakeholder
  • Act as escalation point for all internal and external resolver teams where resolution ownership is disputed
  • Provide process guidance support for Major Incident response and resolution teams
  • Provide guidance and assistance to customer teams and 3rd party providers to ensure a consistent approach to the Major Incident Management Process
  • Collaborate with internal resolver teams and ITIL Services functions
  • Effectively govern the Service Desk’s end to end incident management processes
  • Pro-actively identify operational issues and trends and formulate plans to address them as appropriate;
  • Promote the Incident Management function and expand its capability to deliver value to the business
  • Monitor service levels, performance metrics and Key Performance Indicators
  • Prepare and present statistical and analytical reporting with accompanying plans for improvement where necessary
  • Constantly drive service excellence, initiate and deliver service improvement plans and firmly establish a culture amongst the team
  • Provide a reliable escalation target for senior stakeholders and colleagues


What you need to succeed:


  • ITIL v3 or v4 Foundation (essential)
  • ITIL v3 Intermediate (desirable)
  • An understanding of the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems
  • A strong background in customer service and proven relationship management skills
  • Proficient communication skills liaising with senior stakeholders
  • Reporting on pro-active and reactive trend analysis
  • Reporting to all levels on summary and progress reports
  • Previous process embedding and maturation


Nice to have:

  • Excellent organisational, analytical and problem solving skills
  • Passionate, professional, with a proactive and a ‘can-do’ attitude at all times
  • Confident in liaising with internal and external customers at all levels on a one-to-one and group basis
  • Perform to high standards whilst working under pressure and to deadlines
  • Good time management skills in order to fulfil workload and meet customer SLA’s
  • Good interpersonal skills – ability to liaise with personnel at all levels and adapt style accordingly


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.


Apply Now
Create Job Alert
Create Job Alerts