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Senior Services Consistency Manager - Digital Velocityat CDW Careers

Job ID: 
22005748
Focus Area: 
Information Technology
Date Posted 
Jan 05, 2023
Location: 
Remote, Remote
Employment Type: 
Full-Time

The incumbent in this position is responsible for Digital Velocity Service Consistency Operations.  Digital Velocity is composed of 6 independent practices and Service Consistency provides the matrixed function to keep the practices delivering as one company, in a consistent fashion where it makes sense.

This role is responsible for working with sales, pre-sales, services, and portfolio teams to define how we deliver Professional Services and measure successful delivery.  The incumbent has a strong knowledge of Professional Services operations and strategies and is passionate about driving an engineering culture across multiple practices.  The role will need to facilitate cross pillar understanding of best practices and leading adoption while respecting pillar needed nuances and process.

 

Key Areas of Responsibility

Culture

  • eNPS management – reporting, updating users/departments, facilitate Services leadership review
  • Provide leadership and management of DV wide culture events like Hackathon and Engineering Symposium
  • Identify and champion beneficial improvements to our engineering culture
  • Establish and maintain engaging onboarding process that allows practice specific steps and participation

Partner

  • Partner Led Engagement Management – SOW review/approvals, project and time approvals
  • Review and approve partner invoices

Services Consistency

  • Oversee SOW/LOE deal structures.  Active voice in creation and maintenance of deal templates
  • Establishing and reporting of business KPIs.  Define process of accountability with practices
  • Assist with bonus data gathering/reporting/process
  • Business process documentation review/approval
  • Representative to greater CDW for process integration – ops, resourcing, project intake, costs, etc.
  • PSA replacement participation
  • Monitor and manage process deadlines for time submissions, approvals, corrections
  • Assist with Service Consistency activities (defining departments, pay structures, engagement types, etc.)

Portfolio/Project

  • Cross practice facilitation – weekly meeting
  • Along with DV PMO manager and Service Ops, facilitate portfolio review
  • Project support escalations
  • Along with DV PMO leadership, establish recurrent project review to identify pain points and champion process updates to resolve future issues
  • Facilitate practice PS participation in QBRs to identify staffing/skilling plans that meet the needs of future business direction
  • Consult with PS leadership on escalations, challenging situations, or other questions
  • Interface between PS practice leadership and sales team

Education and/or Skill-Set Qualifications

  • Bachelor degree in business, computer science, a related technical degree or equivalent
  • Seven years of experience in leading Professional Service teams or Service Operations teams
  • Three years of related consulting management and/or sales management experience 

Required Qualifications

  • Ability to lead and develop team members across multiple geographies
  • Experience developing and managing business partnerships
  • Ability to effectively collaborate with others
  • Strong communication skills, both oral and written
  • Strong listening, negotiation, and closing skills
  • Strong information monitoring and analysis as well as comprehension of business metrics
  • Strong decision-making skills
  • Ability to plan, organize, and drive for results
  • Demonstrated knowledge of the IT industry and technology
  • Demonstrated performance and talent management
  • Strong customer and coworker focus orientation
  • Ability to communicate and facilitate change

Preferred Qualifications

  • Previous management experience to include managing medium to large teams
  • MBA
  • Must be willing to travel up to 20%

 

COVID-19 Update:
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.

 
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