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Service Delivery Managerat CDW Careers (UK)

Job ID: 
10663
Team: 
Engineering
Post Date: 
28 Apr 2022
Location: 
Peterborough, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Full-time
Travel: 
25%
Security Clearance Required: 
No

Description

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 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 - ITIL led; Configuration management, problem management, change management, IT helpdesk function, release and version control
  • Using technical experience and analytical techniques in problem solving, in situations with complex facts, situations
  • Develop, rollout and ensure adherence to processes and standards to meet CDW’s and customer’s service delivery expectations
  • To project manage small enhancements to existing BAU IT infrastructure
  • Customer management in terms of quality and expectations specific to customers, and internal customer base
  • Working with account lead to identify new opportunities to grow our services footprint within our customer base
  • To produce various ad-hoc and regular IT reports, for both technical and non-technical audiences
  • Tactical management of suppliers in the delivery of service delivery targets, including service review meetings, continuous service improvement meetings, and ad-hoc communications, the success of which directly impacts on the ability of CDW to deliver the necessary service to their customers
  • Internal process development to enable delivery of the required service levels
  • Ensuring that service reports are produced on time and with the quality of information required by the customer and in line with CDW’s contractual obligations
  • Identifying and developing performance improvement and commercial opportunities through the application of a continuous improvement programme
  • Ensuring that all services are provided in a professional manner
  • Develop strong relationships with customers and CDW operational staff in collectively delivering service requirements and exceeding expectation
  • Single point of contact for escalation of service delivery issues and problem solving
  • Work closely with internal service providers to develop and continually improve the service levels
  • Make recommendations on operational working practices
  • Producing reports from complex technical data, including schematics and flow processes, assessing trends for example, and reporting to a non-technical audience
  • 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:

Must-have:

  • Education - to A-level/GCSE or equivalent
  • ITIL Accredited (relevant intermediate modules desired)
  • Prince 2 (desired)
  • Understanding of Service Management Methodologies and best practice
  • Management experience required (Team Leader experience as a minimum)
  • Demonstrable 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
  • Excellent communication and negotiation skills (verbal and written)
  • 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 key deliveries and to prioritise
  • Demonstrable experience of working in an IT Service management capacity
  • Experience of managing suppliers in outsourcing contracts
  • Experience of Service Delivery, 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
  • Problem management and solving
  • Intuitive and balanced decision making
  • Conceptual thinking
  • Excellent communication and negotiation skills (verbal and written).
  • 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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