Sr Manager – Managed Services Engineering - Enterprise Infrastructure

CDW is a leading multi-brand provider of information technology solutions. As the Senior Manager of Managed Services Engineering, you will lead the Managed Services Engineering Team to drive financial, operational, and customer satisfaction targets while aligning with the overarching Services strategy and nurturing key relationships across departments.

Responsibilities:

• Provide strategic direction and vision for the Managed Services Engineering Teams within the assigned portfolio, driving alignment with company objectives and market trends
• Work with other senior leaders throughout Managed Services and Professional Services to help develop and strengthen offerings
• Cultivate and maintain strong relationships with clients, ensuring a deep understanding of their environments as well as their business needs
• Lead initiatives to enhance customer satisfaction and loyalty
• Lead, mentor, and develop a high-performing team of management and technical professionals, fostering a collaborative and inclusive work environment
• Manage workload, prioritize tasks, and allocate resources effectively to meet business goals
• Oversee the development, implementation, and enhancement of operational processes and procedures, ensuring alignment with industry best practices and standards such as ITIL
• Drive a culture of continuous improvement within the team, leveraging key metrics and feedback mechanisms to identify areas for enhancement and implementing strategies to optimize service delivery
• Manage operational costs, plan budgets, and drive cost optimization initiatives while ensuring the highest quality of service delivery
• Understand financial statements and be able to express their meaning to superiors and subordinates as needed
• Collaborate closely with internal stakeholders including sales, product development, and professional services teams to drive synergy and alignment across departments
• Establish performance metrics, monitor team performance, and provide regular reports and updates to senior management on key metrics, achievements, and areas for improvement

Requirements:

• Bachelor's degree plus 10 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role, OR 14 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role
• Extensive experience in process management and improvement, with a strong understanding of ITIL frameworks
• Excellent leadership and team-building skills, with the ability to inspire, motivate, and develop high-performing teams
• Exceptional communication skills, both oral and written, with the ability to effectively communicate complex technical concepts to a variety of audiences
• Strong analytical and problem-solving abilities, with a demonstrated aptitude for strategic thinking and decision-making
• Proven ability to build and maintain strong relationships with clients, vendors, and internal stakeholders
• Experience in financial management, budgeting, and cost optimization
• Willingness to travel as needed, up to 25% of the time
• Experience leading Managed Services Engineering teams across Virtualization, Endpoint & Windows Compliance, Backup & Recovery, and Database & Storage