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.

JOB SUMMARY

The Practice Lead, Service Delivery Management is responsible for the day-to-day management of a team of Service Delivery Managers / Associates providing leadership, guidance, support, and development.
Active involvement and support with team members customer portfolio, attending customer quarterly and service improvement meetings in line with objectives and when required. Escalation point, for team members customers.
Assist team members in the delivery of service excellence to customers, by leading improvement initiatives and process enhancements across the business.
Manage demand and customer allocation within the team.

QUALIFICATIONS

• Degree educated (desirable)
• ITIL4 Managing Professional (desirable)
• Lean Six Sigma Green belt or higher (desirable)

SKILLS AND EXPERIENCE

• Previous in-depth experience of working within an MSP.
• A deep understanding of ITIL
• Proven people management and leadership skills
• Ability to influence key stakeholders and work with all levels of seniority to drive towards common goals.
• Experience at developing and implementing IT Service Management policies and procedures.
• Excellent communication, negotiation, and presentation skills.

KEY RESPONSIBILITIES

• Team management including 1:1’s, performance management and SMART goal setting for Service Delivery Managers / Associates
• Provide guidance to all aligned Service Delivery Managers
• Have a strong understanding of CDW range of service offerings.
• Deliver reporting metrics to Head of Service Delivery Management as directed.
• Monitor customer experience issues across live engagements within your team and sponsor service recovery or improvement plans to retain business and maintain customer retention.
• Respond effectively to internal and customer escalations relating to Service Delivery
• Provide RFI, RFP (Request for Proposal) and tender responses for Service Management related aspects.
• Monitoring of department KPIs and performance against SLA (Service Level Agreement) and building the relevant plans to correct or mitigate non-compliance.
• Drive a ‘can do’ mentality and positive working ethos throughout the Service Management Team
• Capacity planning of your aligned team, ensuring revenue KPI’s are met or exceeded, manage pipeline, and forecast resource requirements for budget purposes.
• Identify and implement areas for service improvement across the department covering processes, procedures, people, and tools.
• Provide effective support for the Head of Service Delivery Management with ad hoc tasks and projects.
• Develop and maintain strong working relationships with the Sales community to nurture long standing customer relationships driving renewal outcomes.
• Work closely with Business Development teams to scope out new customer opportunities, resource requirements and effective pipeline management.
• Assist the Head of Service Delivery Management with the recruitment of new team members.
• Proactively engage with Service Operations Management to drive cohesion and effective working practices to ensure CDW remains competitive in a customer experience lead marketplace.
• Proactively engage the Product Management team to share customer insights to help drive new propositions and develop a strong working relationship.
• Monitor Service Delivery Manager governance compliance that supports LRQA (Lloyd s Register Quality Assurance) ISO audit requirements.
  The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

MANAGEMENT RESPONSIBILITIES

• Conduct regular 1:1 meetings with team members, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS (Coworker Success) guidance (performance management and other people initiatives)
• Active involvement with team members’ customers. Part of escalation process for team customers.
• Ensure all team members documentation and customer obligations are up to date and in line with agreed best practice and objectives.
• Hire, develop, inspire, encourage, and retain talent.
• Provide ongoing coaching and development to team members.