Service Enablement and Assurance Manager

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.

The Enablement and Service Assurance Manager is responsible for leading the Service Enablement and Assurance function and ensuring that all Service Desk coworkers are trained to the same level in terms of undertaking activities within the processes, tools and systems. They will work with process owners and stakeholders to ensure that activities are carried out in accordance with quality management methods. As part of their role, they will also ensure the success of the Early Careers programs, working with Learning and Development to onboard and support apprentices and graduates in their careers with CDW where Service Desk activity is required.

Key responsibilities

• Day to day leadership and direction of the Service Enablement and Assurance team setting aligned operational targets and goals
• Team management including 1:1s, performance management and SMART goal setting for team, providing guidance as required
• Manage the provision of training and coaching to Service Desk coworkers to provide excellent customer service
• Manage the provision of full systems training to all Service Desk staff and users of the Service Management tools, to include ServiceNow, telephony, rostering, etc. as well as technical training required to upskill Service Desk Analysts to Level 1.5 support
• Manage the provision of training on ITIL processes
• Manage the provision of knowledge to support new customers, services and technology to the Service Desk
• Work with the L&D team to assist in the delivery of non-Service Desk specific training
• Creation and maintenance of training and knowledge documentation for Service Management and Service Desk processes to provide consistency across IT
• Work with the Service Desk management team to create and maintain operational procedures and guidelines, ensuring that all Service Desk staff are trained to the same high standards
• Work with internal support teams, customers and third-party suppliers to ensure that Service Desk staff have the appropriate technical training to support end users of the services
• Provide training and development plans for the IT Service Desk
• Ensure 1st/2nd line support is in a constant cycle of improvement through internal training; ensuring support documentation is updated
• Evaluate the effectiveness of training and adapt training plans as required

Success Measure

• Knowledge documentation and training for all new customers, services and technologies, delivered before the relevant go live dates and updated in accordance with the Document Lifecycle process
• All coworkers successfully inducted and trained to the same standard
• Training and operational documentation kept up to date and relevant
• Regular quality checks completed and fed back as appropriate
• Increased level of technical skills across the team, enabling the shift to L1.5
• Successful apprenticeship program with improved retention
• Provision of accurate and timely reporting in line with business requirements

Qualifications, Skills & Experience Required

Experience:

• Proven experience in a training or enablement roles
• Technical aptitude and systems knowledge
• Experience managing ITIL aligned teams
• Ability to work under pressure and to tight deadlines
• Demonstrable ability to manage training plans, create online and classroom training content and assess learning outcomes
• Strong working knowledge of ServiceNow toolset
• Experience supporting Early Careers programs (e.g. apprenticeships, graduate schemes)
• Previous exposure to managing 1st/2nd line support training initiatives

Required Qualifications:

• Must be able to gain BPSS and SC clearance
• Professional certifications such as ITIL, Prince2, ServiceNow, or other relevant leadership qualifications

Required Skills:

• Exceptionally strong communication and presentation skills
• Ability to coach and mentor
• Strong stakeholder engagement and influencing skills
• Understanding of the Document Management Lifecycle
• Resource planning and development lifecycle awareness

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn 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 in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results. Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits.

What we offer:

• Life Assurance
• Competitive Contributory Pension
• Private Medical Insurance
• Enhanced Maternity Pay
• 25 days holiday + bank holidays
• Option to buy additional holiday
• Season Ticket Loan + additional perks

We make technology work so people can do great things. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.