Description
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.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.
CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are 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.

JOB SUMMARY

Responsible for the day-to-day operation of the ITIL Services Department (Problem Mgt. Change Mgt. Major Incident Mgt. & Asset Mgt.) and the long term commercial and strategical direction of the department. The role has the overall responsibility of ensuring that CDW provides a best-in-class service delivery experience while remaining at the forefront of market capability and innovation. In addition, there is a critical operational requirement to maximise utilisation, productivity, efficiency, and quality.

QUALIFICATIONS, SKILLS & EXPERIENCE

• ITIL Managing Professional Qualification desirable.
• Practical experience of running Problem, Change, Knowledge and Asset Mgt. practices preferably within an IT Managed Services organisation where proven results can be demonstrated including operational efficiencies, market relevancy, digitalisation, automation and other modernisation practices.
• A deep understanding of the marketplace and industry that CDW operates within, being able to provide informative insights into best practice operating models, procedures and tooling.
• A proven track record of delivering customer satisfaction spanning further than basic SLA delivery and moving in to XLA and end user satisfaction.
• Demonstratable experience of process re-engineering and development that have delivered commercially streamlined and successful outcomes.
• Experience of commercial modelling and pricing of new Business opportunities
• Strong people management skills

KEY RESPONSIBILITIES

• Oversee and ensure the delivery of contractual obligations across all ITIL Services eligible contracts
• Provide a robust, reliable and informative insight in the current status of all contractual obligations.
• Building and maintaining effective and collaborative working relationships with key customer stakeholders across ITIL Services contracts ensuring regular interaction and positive outcomes
• Building and maintaining effective, collaborative, and productive working relationships with key internal stakeholders across all of CDW’s strategic ITIL contracts and internal obligations to ensure transparency of information and service status, discussion of potential opportunities and collaboration on retention of business.
• Producing and delivering decisive, informative, and insightful KPI’s that support the effective and productive delivery of service
• Routinely researching the marketplace, industry, and competitors to gain practical insights as to where CDW are positioned in order to remain relevant and competitive.
• Driving proactive and collaborative interaction with the CDW R&D department to ensure that our commercial and operational positioning is relevant and competitive at all times.
• Driving and creating a culture of high energy and dynamism across the ITIL Services Team where all co-workers are encouraged to develop and transform the method of delivery of our services
• Drive and develop a culture of customer and service excellence through XLA.
• Proactively interacting with the Bids Team and BDM team to review potential opportunities and assisting with practical support on these.
• Deliver benefits realisation through effective ITIL Services delivery, evidencing efficiency gain, productivity gain and quality of service improvements.

MANAGEMENT RESPONSIBILITIES

• Conduct regular 1:1 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with co-worker service guidance.
• Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work
• Provide ongoing coaching and development to increase productivity and readiness.
• Ensuring that Leadership across the department are constantly evolving and developing through self-improvement and learning.
• Proactively measuring core performance and utilisation and regularly presenting this to senior management through a governed structure alongside well thought out plans for improvement and change.