At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. About CDW CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada. CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. Job Summary The Practice Lead, Service Delivery Management is responsible for the day-to-day management of a team of Service Delivery Managers / Associates providing leadership, guidance, support, and development. Active involvement and support with team members customer portfolio, attending customer quarterly and service improvement meetings in line with objectives and when required. Escalation point, for team members customers. Assist team members in the delivery of service excellence to customers, by leading improvement initiatives and process enhancements across the business. Manage demand and customer allocation within the team. Key responsibilities Team management including 1:1’s, performance management and SMART goal setting for Service Delivery Managers / Associates Provide guidance to all aligned Service Delivery Managers Have a strong understanding of CDW range of service offerings. Deliver reporting metrics to Head of Service Delivery Management as directed. Monitor customer experience issues across live engagements within your team and sponsor service recovery or improvement plans to retain business and maintain customer retention. Respond effectively to internal and customer escalations relating to Service Delivery Provide RFI, RFP (Request for Proposal) and tender responses for Service Management related aspects. Monitoring of department KPIs and performance against SLA (Service Level Agreement) and building the relevant plans to correct or mitigate non-compliance. Drive a ‘can do’ mentality and positive working ethos throughout the Service Management Team Capacity planning of your aligned team, ensuring revenue KPI’s are met or exceeded, manage pipeline, and forecast resource requirements for budget purposes. Identify and implement areas for service improvement across the department covering processes, procedures, people, and tools. Provide effective support for the Head of Service Delivery Management with ad hoc tasks and projects. Develop and maintain strong working relationships with the Sales community to nurture long standing customer relationships driving renewal outcomes. Work closely with Business Development teams to scope out new customer opportunities, resource requirements and effective pipeline management. Assist the Head of Service Delivery Management with the recruitment of new team members. Proactively engage with Service Operations Management to drive cohesion and effective working practices to ensure CDW remains competitive in a customer experience lead marketplace. Proactively engage the Product Management team to share customer insights to help drive new propositions and develop a strong working relationship. Monitor Service Delivery Manager governance compliance that supports LRQA (Lloyd s Register Quality Assurance) ISO audit requirements. The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation. Management Responsibilities Conduct regular 1:1 meetings with team members, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS (Coworker Success) guidance (performance management and other people initiatives) Active involvement with team members’ customers. Part of escalation process for team customers. Ensure all team members documentation and customer obligations are up to date and in line with agreed best practice and objectives. Hire, develop, inspire, encourage, and retain talent. Provide ongoing coaching and development to team members. Qualifications, Skills & Experience Qualifications Degree educated (desirable) ITIL4 Managing Professional (desirable) Lean Six Sigma Green belt or higher (desirable) Skills and Experience Previous in-depth experience of working within an MSP. A deep understanding of ITIL Proven people management and leadership skills Ability to influence key stakeholders and work with all levels of seniority to drive towards common goals. Experience at developing and implementing IT Service Management policies and procedures. Excellent communication, negotiation, and presentation skills. Essential Attributes Be a leader who can manage, inspire, and live by the CDW code. Highly motivated self-starter with ability to work with executives, managers, and individual contributors at all levels. Passionate about what they do and making a difference. Exceptional problem-solving skills and be able to multitask and manage multiple work streams and problems simultaneously. The ability to prioritise tasks through organisation and delegation is essential. To demonstrate a positive, proactive, results driven team approach. A highly energetic individual with a passion to lead, develop and contribute. Able to demonstrate adaptability in response to changing needs and priorities. Reliable, tolerant, and dependable under pressure Able to work to deadlines. Has a professional ‘can do’ attitude and approach More about CDW and your career with us: At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW. Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape. CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results. Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it? What we offer: Life Assurance Competitive Contributory Pension Private Medical Insurance Enhanced Maternity Pay 25 days holiday bank holidays Option to buy additional holiday Dental Insurance Season Ticket Loan additional perks We make technology work so people can do great things. CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.