Delivery Manager - Customer Experience (UC, Contact Center, Endpoint Mgmt, AI)

CDW group; United States; À distance; USD 121 000 - 170 000; Plein temps

Résumé du poste

CDW is seeking a Delivery Manager for Customer Experience (CX) to lead Professional Services delivery across a region, partnering with Sales, Solution Architects, and Services to assure client outcomes and financial goals.

You will guide teams, optimize utilization and profitability, and drive service excellence across geographies while maintaining strong partner networks and executive-level engagement.

Qualifications

• Bachelor’s degree required or 11 years of work experience delivering large scale, enterprise-class technical solutions with 1+ year of managerial experience.
• Excellent written, presentation, and verbal communication skills with ability to present technology recommendations from a business perspective.
• Proven ability to engage across levels, functions, cultures, and geographies while building strong relationships.
• Demonstrated ability to resolve client, project, and personnel challenges effectively.
• Ability to operate calmly in situations of change, ambiguity, and risk.
• Strong prioritization and multitasking skills in fast-paced environments.
• Experience developing long-range project plans and schedules for complex initiatives.
• Demonstrated ability to apply lessons learned and adapt to new technologies.
• Relevant ecosystem experience may include Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad.

Responsabilités

• Provide leadership and oversight for Professional Services delivery within an assigned region.
• Collaborate with cross-functional teams to achieve organizational and delivery goals.
• Build and maintain relationships with technology partners, CDW account managers, regional managers, architects, and engineers to drive services success.
• Collaborate with Sales, Solution Architects, Services teams, and leadership to maximize services financial performance.
• Manage team performance, including development, through coaching and training.
• Ensure team members follow best practices in service delivery across geographies.
• Act as escalation point for issues related to team performance or client satisfaction.
• Build and maintain a Trusted Partner Network to augment engineering capacity.
• Participate in client engagements including sales calls, service estimates, and strategic planning with executive-level stakeholders.

Connaissances

Leadership

Stakeholder management

Communication

Team coaching

Project management

Formation

Bachelor’s degree

Description du poste

Job Summary

The Delivery Manager – Customer Experience (CX) provides leadership and operational oversight for Professional Services delivery within an assigned region. This role partners with Sales, Solution Architects, and Services teams to ensure efficient delivery execution, strong client outcomes, and achievement of financial and operational goals.

What you will do

• Apply understanding of the business and contribute to departmental objectives.
• Collaborate with cross-functional teams to achieve organizational and delivery goals.
• Build and maintain strong relationships with technology partners, CDW account managers, regional managers, architects, and engineers to drive services success.
• Collaborate with Sales, Solution Architects, Services teams, and leadership to maximize services financial performance.
• Manage team performance, including professional and technical development, through coaching and training aligned to current and future client demands while balancing utilization and profitability.
• Ensure team members understand roles and follow best practices in service delivery across solutions and geographies.
• Act as escalation point for issues related to team performance or client satisfaction.
• Build and maintain a Trusted Partner Network to augment engineering capacity and capabilities.
• Participate in client engagements including sales calls, service estimates, and strategic planning with executive-level stakeholders.

What we expect of you

• Bachelor’s degree required and 7 years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support OR, 11 years of work experience required delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support, including 1+ year of managerial experience.
• Excellent written, presentation, and verbal communication skills with experience presenting technology recommendations from a business perspective.
• Demonstrated ability to engage across levels, functions, cultures, and geographies while building strong relationships.
• Proven ability to resolve client, project, and personnel challenges effectively.
• Ability to operate calmly and effectively in situations involving change, ambiguity, and risk.
• Strong prioritization and multitasking skills in fast-paced environments.
• Experience developing long-range project plans and schedules for complex initiatives.
• Demonstrated ability to apply lessons learned and adapt to new technologies.
• Relevant ecosystem experience may include Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad.
• The role is expected to be billable about 15%,, focused on strategic-project oversight, customer design or strategy reviews, and similar activities rather than hands‑on configuration work.
• Valid U.S. driver’s license.
• Ability and willingness to travel as needed to CDW or client locations.

Pay range: $121,450 - $170,010 depending on experience and skill set

Annual bonus target of 25% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

CDW is committed to being an AI-fluent organization

As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don’t need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision‑making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

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.