Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

JOB SUMMARY

The Manager is accountable for ensuring the successful delivery of high-quality services in alignment with the Statements of Work (SOW). The Manager is focused on supporting their team through strong leadership, mentoring and active coaching of performance objectives to develop both technical and soft skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager will have a solid foundation in managed services and market-leading security technologies so as to be effective in the role.

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

• Services Delivery – 80% job weight
• Enforces, executes, and provides ongoing reporting and alignment of process improvement initiatives, gaining efficiency while adding additional value.
• Position the team to deliver high quality services with respect to signed SOW.
• Maintains knowledge of products and technologies, both coaching and mentoring employees on how to service our clients.
• Oversees maintenance of the knowledge base and trains the team to update it and develop process and knowledge articles.
• Oversees the development, maintenance, and performance of all processes necessary to support Service Delivery.
• Managing shift schedules, workload, prioritizing and assigning resources. Time and productivity reporting.
• Facilitate knowledge transfer sessions to close identified gaps in incident handling processes or quality.
• Ensure departmental key performance indicator (KPI) targets and objectives are being met.
• Provides consistent and constructive feedback to the team as a coach, in alignment with our Trusted Advisor program.
• Performs quality assessment (QA) of the teams work as part of regular coaching to ensure outputs are aligned with objectives and KPIs.
• Identifies performance opportunities and risk to the Manager and provides recommendations on improvements.
• Interaction with customers to explain the function and value of Service Delivery.
• Leads and builds Trusted Advisor relationships, effectively manages client escalations, working collaboratively with the Manager and cross-functional delivery teams to maintain strong communications
• Very confidently runs meetings, differentiating services per MSS positioning
• Defines purpose and provides context during calls, meetings and presentations
• Regular staff interaction, both written and face-to-face.
• Delivers effective, concise content during all interactions; focusing on the key message they want to convey.
• Professional Development - 20% job weight
• Maintains technical and/or soft skills certifications and attends training session to refine and maintain technical skills.
• Facilitates and coaches Trusted Advisor skillsets within the team.