Senior Manager, Managed Services - Engineeringat CDW Careers

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Job ID: 18001364
Updated: Feb 11, 2019
Location: Chicago, IL, United States

Responsible for delivering excellence on contracted service obligations through strong leadership of Project Management and Engineering resources

  • Coordinates services delivered to the customer, in compliance with the contract
  • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand
  • Becomes a point of escalation for customer issues
  • Works with account teams to plan the overall customer relationship strategy, concentrating on cost reduction, service improvement and new business
  • Responsible for executing on customer service level agreements by designing an operational framework and standard operating procedures to meet/exceed overall customer satisfaction.
  • Ensures projects are executed in accordance to customer contracts and are delivered within budgetary guidelines
  • Leads team direction, coaching/mentoring, and development
  • Directs Continuous Quality Improvement, including process, tools and staff management, using both objective and subjective methods.


Key Areas of Responsibility


Service Delivery

  • Monitors SLA achievement and customer satisfaction to identify negative trends and drive remediation plans
  • Brings new IT Operations methodologies to teams and continue to drive innovative operational strategies
  • Works with operations engineers to ensure cost containment and reduction is tracking to target metrics
  • Drives the development, maintenance, and performance of change management, incident management, and problem management processes.
  • Assesses quality of work produced by the teams in providing services to ensure consistency and accuracy of information;
  • Drive automation efforts to improve efficiency and accuracy of delivery teams
  • Ensures all relevant process documentation reflects best practices and client requirements
  • Leads Continuous Quality Improvement utilizing Managed Services metrics


Customer Relations and Service Development

  • Has substantial input in the development of contractual schedules and Service Level Agreements
  • Acts as an escalation point for client issues, escalations and complaints
  • Constantly challenges and enforces engineers to build rapport and corporative relationships with customers.
  • Constantly challenges and enforces engineers to act with urgency, empathetically, and professionally when dealing with customer issues and projects.


SLA Implementation and Service Development

  • Controls measurement and analysis management to ensure all commitments are met
  • Ensures timely delivery and accuracy of regular management reports and attends review meetings (if applicable)
  • Reviews summary reports on trends, root cause analysis and other reports before they are presented to the client for completeness


Leadership and management:

  • Holds frequent performance and development discussion to establish clear directions and objectives
  • Guides and motivates others to take action that supports the vision and values of our business
  • Identifies and develops key team leaders and managers within the engineering and project management teams
  • Create and maintain a Career Development Progression Plan for all members of the team


Minimum Qualifications

  • Bachelor's Degree in Business Management or a related field or equivalent experience.
  • Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client
  • Experience in a wide variety of information technology fields to fully understand the details of services that can be provided
  • Detailed understanding of service level agreements and performance measures required to manage agreements and customer relationships


Other Required Qualifications

  • Experience in process improvement and automation
  • Leadership experience with a DevOps or highly software managed deployment
  • Data center management and delivery in an outsourcing environment
  • Strong interpersonal, written and oral communications
  • Leadership and general management
  • Project management
  • ITIL certification
  • Understanding of networking, operating systems, unified communications and core business applications
Job Category: Delivery Engineering
Job Type: Full-Time
Travel Percentage: 25%

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