Managed Services Engineering Leader

CDW

United States

On-site

USD 127,000 - 177,000

Full time

14 days+

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Job summary

CDW is seeking an Managed Services Engineering Manager to lead a dedicated engineering team, align with Services strategy, and drive client outcomes. This role focuses on delivering services, fostering strong customer relationships, and implementing continuous service improvements.

Responsibilities include resource management, time reporting, hiring, performance coaching, and collaboration with sales and product teams.

Qualifications

Bachelor's Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience
Previous consulting leadership experience required
Process management and improvement
Experience in ITIL
Experience managing mainframe environments, including IBM CICS, DB2, MQ, IDMS and related tools
Understanding of mainframe capacity planning, performance tuning, and workload automation
Ability to lead teams; gain consensus
Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
Ability to identify and creatively resolve client, project and people issues
Proven negotiation skills
Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
Experience working with vendors and business partners
Ability to lead and manage to ensure attainment of critical results
Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
Ability to act as a trusted advisor in a strategic partnership
Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
Ability to multi-task, organize and prioritize.

Responsibilities

Customer Satisfaction: Understand customer environments and business needs.
Meet periodically with customers through sales opportunities, quarterly reviews, and especially during support issues.
Track, monitor and report Customer Satisfaction Performance Measures, including Customer Satisfaction Surveys.
Leadership and Management: Managing workload; prioritizing and assigning resources.
Serve as a primary point of contact for the collaboration of strategic and tactical plans for the current and future development of the technologies assigned.
Time reporting and related analysis.
Hiring staff.
Building and motivating effective teams.
Delegating responsibilities to appropriate team members.
Performance management: Consistent feedback, both positive and negative Assessment, both subjective and objective coaching/mentoring
Individual Development Planning (career path, improvement opportunities, training)
Maintaining the On-call schedule.
Work closely with peers to achieve company, department and personal goals.
Willing to take calculated risks to meet customer needs and department goals.
Process Management: Oversee the development, maintenance, and performance of the problem, change and work order processes.
Deliver Operational Framework and Standard Operating Procedures to staff and ensure adherence through Quality Assurance process.
Review Operational Framework and Standard Operating Procedures on an on-going basis to identify process and organizational structure gaps.
Continuous Service Improvement utilizing using key metrics.
Communication: Regular staff interaction, both written and face-to-face.
Customer interaction, both written and face-to-face.
Work collaboratively with other groups and managers to successfully manage customer expectations and environments.
Financial: Manage operational costs, plan, and budget.