Head of Service Delivery Management

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. About 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 leading CDW UK’s Integrated Technology Service Delivery Management function (a sub-division of Managed Services) consisting of Service Delivery Managers. You will develop and manage a growing business unit, inspiring co-workers to deliver exceptional business outcomes for our customers through the sale and delivery of market-leading technology or service products/capabilities. You will work in partnership with various internal business units, supporting initiatives that drive improvements to the way we operate through process and platform initiatives, always demonstrating balanced flexibility and a passion to engage. Key Responsibilities Lead and develop multiple sub-departments within the Managed Services business (Service Delivery Management and Service Improvement) – Always seeking to “raise the bar”. Proactively monitor services pipeline, performance, and future resource projections, ensuring this information is shared promptly with the broader Integrated Technology senior leadership team and Finance department. Ensure all members of assigned service teams have the right levels of expertise and are utilised in accordance with defined utilisation criteria. Work in partnership with Sales, Pre-Sales and the wider Services business to drive positive customer outcomes, manage expectations, and resolve contracted delivery issues where applicable. Develop and “own” the standard Service Delivery Management report issued to customers, ensuring all Service Delivery Managers use a consistent format. Ensure the timely delivery of Service Management reviews with contracted Customers to a high standard of quality. Monitor the delivery of monthly or quarterly service reviews with customers frequently, attending reviews on a “sampling” basis. Monitor and ensure coworker interactions with customers are always timely and professional. Assist with the implementation of ServiceNow and other relevant customer delivery or reporting technologies across the Managed Services business. Management Responsibilities Create and foster an environment conducive to innovation, high productivity, and high quality, regularly observing the performance of direct and in-direct reports, ensuring they maintain focus, motivation, and improve quality standards. Lead and develop teams and individuals within their responsibility, motivating, mentoring, coaching, and nurturing talent with a positive attitude – Ensuring teams are highly motivated, quality-minded, and commercially focused. Assist in the development of training and certification plans for the Integrated Technology business in collaboration with the Learning & Development department aligned with business growth plans. Contribute to the ongoing development of the Integrated Technology business culture, promoting diversity, team building, and learning opportunities. Attract new and retain existing coworkers that have technical or professional expertise that maintains and promotes capabilities needed by the UK business. Conduct monthly 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance. Accountable for accurate departmental financial forecasting, cost center management, opportunity cost model standards, staffing, recruitment, and coworker performance management. Build and maintain strong relationships with other departmental leads (including US and Canadian peers) to maintain an awareness of developments within the wider business. Partner with the Business Transformation team, supporting business initiatives relevant to the department including new systems implementation, modernisation, migration, and process improvement. Collaborate with Finance to develop and maintain accurate cost models relevant to the development and maintenance of productised services or individual deals. Act as a senior escalation point for business-critical events related to the business unit you lead, taking ownership of issues and driving remediation activity as necessary. Qualifications, Skills & Experience Experience in the Information Technology market with proven experience working as a senior leader combined with a demonstrable track record of leading and developing teams and individuals. Proven experience of CxO level interaction, engagement, and relationship management. Proven track record of driving revenue growth, managing cost, and attracting, retaining, and developing talent. Strong understanding and experience of the procurement lifecycle including negotiation, contracting, and the management of third parties. Experience in building internal departmental brand and engaging with multiple internal business units. Professional certifications such as ITIL Intermediate Certification, Prince2, ServiceNow, or other Business Administration or Leadership & Management qualifications (desirable). Essential Attributes Highly ambitious, credible, motivated, and accountable individual with an appreciation for building meaningful relationships, combined with a desire and ability to “win hearts and minds”. Detail-oriented with strong time management skills, capacity to lead and work on multiple initiatives, and dynamically prioritise based on changing business needs. Outstanding communications skills, with the ability to present concepts and recommendations clearly to diverse audiences. High levels of industry-related knowledge with an insatiable thirst for new information. Prepared for occasional travel between CDW UK & International offices. Ability to undertake personal development activities such as attending training and achieving certifications. More about CDW and your career with us: At CDW, you’ll work with people who inspire you. 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. What we offer: Life Assurance Competitive Contributory Pension Private Medical Insurance Enhanced Maternity Pay 25 days holiday + bank holidays Option to buy additional holiday Dental Insurance Season Ticket Loan + additional perks 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. 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. At CDW, you’ll work with people who inspire you and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. #J-18808-Ljbffr