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ServiceNet Delivery Managerat CDW Careers (UK)

Job ID: 
Post Date: 
13 Jan 2022
Peterborough, United Kingdom
Eligible For Remote Work: 
Contract Type: 
Security Clearance Required: 
Yes - Must be able to obtain
Security Clearance Level: 


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:

  • Management and leadership of all aligned ServiceNet Team Leaders – 121s, PMPs, ad hoc support and guidance, coworker development
  • Undertake regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review
  • Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs
  • Drive all aligned ServiceNet teams towards proactive incident, request and queue management on a 24/7 basis and to maximise productivity/improve service delivery
  • Provide a senior level escalation point for aligned customers and internal management
  • Play an active role in the escalations and complaints process to ensure the NOC always provides a swift and highly effective resolution
  • Identify service improvement areas across the NOC and work collaboratively with the Service Improvement Team to drive continual service improvement
  • Contactable and diligent outside of core working hours for Team Leader support and guidance
  • Be responsive to and assist SDMs with service improvement requirements (customer onsite facing meetings may be required from time to time)
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans
  • Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities
  • Assist with the design and creation of new Support Services and the review of existing services


What you need to succeed:


  • At least three years experience in a similar SLA driven service management role, preferably within an MSP
  • Proven people management and leadership skills
  • Proven Customer service Skills 
  • Awareness of ITIL methodologies and best practice
  • Knowledge or experience of Networking (switching, routing, wireless and firewall technologies)
  • Highly motivated self-starter with ability to work with all hierarchical levels
  • Passionate about what they do and making a difference
  • Exceptional problem solving skills with an ability to multitask and manage multiple work streams and problems simultaneously
  • Demonstrates a positive, proactive, results driven approach
  • An enthusiastic individual with a passion to lead, develop and contribute
  • Able to demonstrate adaptability in response to changing needs and priorities
  • Tolerant and dependable under pressure. Able to work to deadlines.
  • Has a professional ‘can do’ attitude and approach
  • A leader who can manage and inspire CDWs core values


Nice to have:

  • Cisco
  • Checkpoint
  • F5
  • Palo Alto
  • HP
  • Security Clearance (SC) advantageous


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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