The SNS QA Supervisor provides a strategic partnership with their assigned Solution Domain Manager by coordinating and operating their daily Services business effectively and efficiently.
This position is responsible for individual career planning and development, collaborating with the Domain Manager to hire according to the dynamic needs of the Delivery organization, and other administrative duties relative to team management. They will act as a mentor to ensure proficiency on all products and processes delivered by the team and assist with the assignment of resources on projects.
The SNS QA Supervisor will be resourced on projects themselves as consultants and will serve as an escalation point for staffing or support issues related to the delivery of service.
Finally, the SNS QA Supervisior ensures the work adds value, is relevant to the strategy of the organization and meets the goals set by executive managment.
Key Areas of Responsibility
Work with SNS Solution Domain Manager (SDM) to plan and direct activities related to introducing new services, products, and processes related to the ServiceNow platform.
Provide day-to-day management and leadership for a subset of the Service team
Maintain close collaborative relationship with the SDM and other SNS Supervisors to manage the Service’s and team’s performanc
Work with Demand and Resource Manager to resource team on projects
Hold regular meetings with assigned team, provide mentoring and training, and act as an escalation point for technical, delivery, or process questions
Manage escalations from customers and other SNS teams for the team they manage
Participate in the hiring process and onboard new coworkers
Support team members through career planning and development
Represent the Service team in review of Rough Orders of Magnitude (ROM), Statements of Work (SOW), and in Internal Kickoff Meetings (IKOM)
Provide timely and accurate system approvals for administrative needs, such as time cards, expense reports, and quarterly priorities
Prepare and deliver performance reviews
Participate in or lead performance management conversations as needed
Be able to step in and provide hands-on assistance or guidance with team members and/or project activities
Onboard new hires
Work in a 50% billable capacity to maintain relevancy to job function and encourage “lead by example” mentality
Education adn/or Experience Qualification
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.
CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.