Job Specifications
Description
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.
Job Description
The Manager is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW). The Manager is focused on enabling their team through strong leadership, mentoring and active coaching to develop skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager – Managed Security Services will have a solid foundation in managed services and market-leading security technologies so as to be effective in the role.
This position develops operational plans to execute previously developed strategies for a sub-function or business segment. The Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility.
What you will do:
Designs and implements operational reporting to ensure the successful delivery of the managed services
Assists in the development of departmental KPIs and objectives
Accountable for the KPI targets and objectives being delivered by your team.
Identifies and executes on process improvement initiatives, improving the Service Delivery model, improving efficiency while adding additional value.
Confidently runs departmental and customer facing meetings, delivering effective, concise content during all interactions; focusing on the key message they want to convey while explaining the function and value of our approach to service delivery by highlighting our differentiated services per MSS positioning.
Builds and manages client relationships as a Trusted Partner, effectively managing client escalations, working collaboratively with their direct leader and cross-functional delivery teams to maintain strong communications
Ensures the team is positioned to deliver high quality services in alignment with the SOW through accurate resource assignment, workload prioritization and scheduling.
Accountable for the quality and consistency of the documentation, processes and knowledge base for their team and customers, ensuring that it is consistent and up to date with current process and knowledge.
Embodies Trusted Advisor principles, including building trust and influencing loyalty with the client and mentoring their coworkers.
Works collaboratively with their leaders, and directly with their team, in our coaching program, providing consistent and constructive feedback, both written and face-to-face, to their team as a coach, in alignment with our Trusted Advisor program, identifying performance opportunities and risk by uncovering and recognizing patterns in our service delivery impacting the client experience.
Performs quality assessment (QA) of the teams work as part of regular coaching to ensure outputs are aligned with objectives and KPIs
Actively recognizes team members for developing client loyalty and coaching peer coworkers.
Support the launch of new service offerings.
and implements solutions for business process deficiencies, service performance issues, team utilization and SOW alignment.
Develops reports, presentations and documentation for the team, providing a clear foundation and structure for service delivery.Identifies
Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles.
Identifies and outlines new Trusted Advisor programs based on client feedback and coworker coaching
Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences.
Develops and coaches Trusted Advisor skillsets within the team.
Begins to establish thought leadership in the industry.
What we expect of you:
Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business, OR
11 years total of Information Technology experience to include 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business
At least 2 years of experience with people, project or customer account leadership.
At least two technical adva
About the Company
We offer a full-stack, full-lifecycle approach to technology, leveraging our extensive solutions, services and brand relationships to meet your organization's unique needs. Backed by decades of experience, our experts have the deep industry and technical knowledge it takes to help you achieve your goals and drive innovation. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers. For the trailing twelve months ended June 30, 2023, CDW generated net sales of approximat...
Know more