Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges. 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 role of the Practice Lead for Service Operations is to lead and manage the team, ensuring continuity of service to all customers, all contractual obligations are fulfilled within SLA, and high levels of customer satisfaction are achieved. An integral part of the Managed Services Department, responsible for the day-to-day management of the Service Operations function, driving efficiency and quality, with a focus on continuous improvements in working practices and processes. Responsible for both Ad hoc, and chargeable services within Managed Services, along with Vendor Compliance programs ensuring business risks are highlighted to senior leaders and guide the successful delivery of the programs. Key responsibilities Service Operations Day to day leadership and direction of the Service Operations Department, setting business aligned objectives and targets which are relevant to our direction. Responsible for departments internal processes in how CDW provide chargeable services into hardware break fix customers. Continuous review of supporting systems and functionality to discover efficiencies within Service Operations Governance and reporting of Vendor Certifications, and Training to ensure CDW have the capabilities to provide Hardware Break Fix and Warranty Support Services, out side of contractually supported s Proactive monitoring and management of the department’s workloads, whilst also planning and forecasting demand ensuring the teams are supported. Creating and delivering relevant and insightful KPI’s to the business Working collaboratively with internal stakeholders and customers (where necessary) to ensure any issues and problems are rectified in efficient time. Ensuring that warranty processes follow and adhere to the vendors compliance processes. Work collaboratively with the wider operational teams to ensure efficient and productive working processes are achieved between these different areas. Management Responsibilities Conduct regular 1:1 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (annual performance and talent processes and other initiatives) Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work. Provide ongoing coaching and development to increase productivity and readiness. Champion CDW’s processes, procedures, and tools to maintain and enhance operational standards across the Department Qualifications, Skills & Experience A deep understanding of the marketplace and industry that CDW operates within, being able to provide informative insights into best practice operating models, procedures and tooling. Exceptionally strong administration skills. Proven experience of leadership and people motivation. A deep understanding of key IT vendor warranty programs and the success metrics associated to them. Demonstrable commercial awareness Proficiency in data analysis Excellent Microsoft Office skills e.g., word, Excel, PowerPoint Excellent verbal and written communication skills. Essential Attributes Exceptional problem-solving skills and be able to multitask and manage multiple work streams and problems simultaneously. A highly energetic individual with a passion to lead, develop and contribute. Highly motivated with the ability to work with executives, managers, and individual contributors at all levels. Proactive in nature, bringing transformational ideas to the table without being asked. Willingness to self-learn and educate in relevant market/industry subjects. 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 Who we are: CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. What you can expect from us: Culture, coworkers, careers. CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and 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. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from 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 on a rapidly evolving technology landscape.