Manager - Engineering, Managed Services

CDW; Vernon Hills (IL); On-site; USD 117,000 - 177,000; Full time

Job summary

CDW is seeking a Manager - Engineering, Managed Services to lead a cloud-focused team delivering cloud, automation, observability, security, infrastructure, and operations services. You will align with service strategy, customer requirements, contracts, and governance.

You will own end-to-end service delivery for government environments, ensure SLAs and governance, drive continuous improvement, allocate resources, and establish on-call practices.

Qualifications

• Bachelor's degree required with 5 years of experience or 9 years of work experience.
• Experience leading managed services, cloud operations, or engineering teams is a plus.
• Experience with ITIL-based processes and service governance is beneficial.
• Strong communication skills and ability to drive results across stakeholders.

Responsibilities

• Lead a Managed Services Engineering team delivering cloud, automation, observability, security, infrastructure, and operations services.
• Own end-to-end service delivery and performance for government environments, ensuring SLA/SLO adherence.
• Execute service SLAs using established processes, runbooks, and governance.
• Drive continuous service improvement across processes, tooling, and team performance.
• Allocate resources to support, modernize, and optimize cloud/hybrid services.
• Establish on-call and escalation practices for critical services.
• Identify opportunities to automate and scale managed services portfolios.

Skills

Cloud operations

ITIL processes

Leadership

Governance

Communication

Vendor collaboration

Education

Bachelor's degree

Tools

ITSM tools

Job description

The Manager - Engineering, Managed Services leads a cloud-focused, platform-agnostic Managed Services Engineering team to achieve operational excellence, customer satisfaction, service quality, and financial performance. This role is accountable for service delivery outcomes, resource management, continuous service improvement, and team development while serving as a product owner for assigned cloud, hybrid infrastructure, automation, observability, and managed operations offerings.

What You Will Do

• Lead a Managed Services Engineering team responsible for delivering assigned cloud, automation, observability, security, infrastructure, and managed operations services in alignment with service strategy, customer requirements, contracts, and statements of work.
• Own end-to-end service delivery and operational performance for assigned government customer environments, ensuring compliance with contractual commitments, SLAs, SLOs, operational standards, and applicable government requirements.
• Execute service level agreements using established operational frameworks, standard operating procedures, runbooks, service management practices, and governance processes.
• Drive continuous service improvement across processes, tooling, automation, service health, operational resilience, customer experience, security, and team performance.
• Allocate engineering resources to support, maintain, modernize, secure, and optimize assigned cloud and hybrid technology services.
• Establish effective on-call and escalation practices to ensure appropriate coverage, timely response, and operational continuity for critical government services.
• Identify opportunities to automate operational processes, reduce manual effort, improve service reliability, and increase scalability across the managed services portfolio.

What We Expect of You

• Bachelor's degree required and 5 years of experience OR 9 years of work experience required.
• Previous consulting, managed services, cloud operations, infrastructure operations, or engineering leadership experience, is a plus.
• Experience with ITIL-based process management, service delivery frameworks, operational governance, and continuous improvement, is a plus.
• Ability to lead teams, gain consensus, prioritize work, and drive measurable results, is a plus.
• Strong written and verbal communication skills is a plus.
• Experience working with enterprise technology vendors, cloud providers, managed service platforms, or service management tools, is a plus.
• Ability to travel up to 25% as needed, is a plus.
  Pay range: $117,000 - $177,000 depending on experience and skill set
  Annual bonus target of 20% 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.

Description

The Manager - Engineering, Managed Services leads a cloud-focused, platform-agnostic Managed Services Engineering team to achieve operational excellence, customer satisfaction, service quality, and financial performance. This role is accountable for service delivery outcomes, resource management, continuous service improvement, and team development while serving as a product owner for assigned cloud, hybrid infrastructure, automation, observability, and managed operations offerings.

What You Will Do

• Lead a Managed Services Engineering team responsible for delivering assigned cloud, automation, observability, security, infrastructure, and managed operations services in alignment with service strategy, customer requirements, contracts, and statements of work.
• Own end-to-end service delivery and operational performance for assigned government customer environments, ensuring compliance with contractual commitments, SLAs, SLOs, operational standards, and applicable government requirements.
• Execute service level agreements using established operational frameworks, standard operating procedures, runbooks, service management practices, and governance processes.
• Drive continuous service improvement across processes, tooling, automation, service health, operational resilience, customer experience, security, and team performance.
• Allocate engineering resources to support, maintain, modernize, secure, and optimize assigned cloud and hybrid technology services.
• Establish effective on-call and escalation practices to ensure appropriate coverage, timely response, and operational continuity for critical government services.
• Identify opportunities to automate operational processes, reduce manual effort, improve service reliability, and increase scalability across the managed services portfolio.

What We Expect of You

• Bachelor's degree required and 5 years of experience OR 9 years of work experience required.
• Previous consulting, managed services, cloud operations, infrastructure operations, or engineering leadership experience, is a plus.
• Experience with ITIL-based process management, service delivery frameworks, operational governance, and continuous improvement, is a plus.
• Ability to lead teams, gain consensus, prioritize work, and drive measurable results, is a plus.
• Strong written and verbal communication skills is a plus.
• Experience working with enterprise technology vendors, cloud providers, managed service platforms, or service management tools, is a plus.
• Ability to travel up to 25% as needed, is a plus.
  Pay range: $117,000 - $177,000 depending on experience and skill set
  Annual bonus target of 20% 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.

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 fullstack, fulllifecycle 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.

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