Services Engagement Supervisor - Service Operationsat CDW Careers

The Engagement Supervisor provides a strategic partnership with assigned services management by operating their daily services business with precision and urgency. The incumbent in this role has a high degree of resourcefulness, is an excellent communicator, thrives in a fast paced and dynamic environment, and is process driven but flexible in approach.

Key Areas of Responsibility

• Enable all aspects of Services by acting as a liaison between Services departments, Sales departments, CDW clients and our Trusted Partner Network in support of service delivery
• Inspect and report on Sales pipeline in support of services forecast and resource fulfillment
• Assist in Statement of Work review process to ensure compliance with CDW's standards
• Sign and execute Statement of Work contracts for select projects
• Provide full life-cycle Engagement Management for select customers and partners
• Ensure all available revenue recognition is processed timely and accurately
• Act as point of escalation to assist and/or resolve customer, sales or partner satisfaction issues

Responsibilities

• Provide timely and accurate system approvals
• Initiate and approve financial documents for assigned customers or partners (invoices, credit memos, etc.)
• Participate in tool and process improvement projects as requested
• Communicate Services engagement methodology and other best practices to coworkers and partners as needed
• Ensure that best practices are incorporated and shared
• Support Services Operations vision, goals and strategies
• Contribute to Services Operations team meetings and best practices
  

Minimum Qualifications

• Bachelor’s degree or equivalent experience required
• 5 years’ relevant professional experience or 3 years CDW experience

Other Required Qualifications

• Provide forward thinking leadership at all times
• Excellent written and verbal communication skills
• Ability to excel in a dynamic and fast paced environment
• Influential with others, tailoring communication to the needs of the target audience

Preferred Qualifications

• Experience with Professional Services Automation tools
• Experience implementing process improvement projects