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Business Systems Support Manager

2 months ago

Peterborough, United Kingdom CDW UK Full time

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 fuelled 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

As Business System Support Manager, you will be responsible for leading a team of 4 supporting CDW Subscription Hub (Built on the CloudBlue platform), Astea and Release Management. This is a hands-on manager role where you will be expected to engage in support as well as manage the team.


You be working alongside stakeholders in the business, the project team, product managers and the supplier.


Key responsibilities

  • Manage the team to provide the best possible level of support to the platforms under your remit.
  • Liaise with Business Systems to ensure high levels of customer satisfaction and align with any production improvements being made to the platforms.
  • Assist product owners in continuously evaluating and enhancing their platforms and associated processes, identifying areas for improvement, and implementing solutions to increase efficiency and customer satisfaction.
  • Provide a first line support of internal and customer queries and then log these with the supplier as necessary for further investigation.
  • Maintain up to date knowledge about CloudBlue & Astea Platform, Products, related products and technologies and support processes by attending trainings and self-study.
  • Contribute to the CDW Subscription Hub / CloudBlue knowledge base for internal and external use.
  • Build and develop strong relationships across the business, including with Sales, Finance & Managed Services.
  • Assist Product Managers with creating bundles.
  • Guide and support the onboarding process for new customers onto the CDW Subscription Hub platform, ensuring a seamless transition and successful adoption.
  • Deliver exceptional customer support, addressing inquiries, providing technical assistance, and ensuring customer satisfaction.
  • Price List Maintenance: Collaborate with Product Owners to maintain accurate and up-to-date price lists for CDW Subscription Hub services, ensuring transparency and consistency in pricing.
  • System Monitoring: Monitor the performance and stability of the CDW Subscription Hub platform, proactively identifying and addressing potential issues to minimize downtime and optimize functionality.
  • Create and maintain comprehensive documentation, including user guides, troubleshooting manuals, and best practices, to assist customers and internal teams in utilizing the CDW Subscription Hub platform effectively.


Management Responsibilities

  • Conduct regular 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (process TRP, IDP, PMP and another 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.


Qualifications, Skills & Experience Management Responsibilities

  • Experience leading small teams supporting XaaS platforms.
  • Proven experience as an Application Administrator or similar role, preferably in a SaaS or XaaS environment.


Essential Attributes

  • Delivery focused with excellent attention to detail and drive to resolve issues.
  • Business knowledge of Microsoft Azure / M365 / AWS
  • Experience with CSP/ Consumptive cloud billing models.
  • Excellent communication skills, with the ability to effectively interact with customers and internal stakeholders.
  • Desire to learn.
  • Passionate about technology and the impact it can have on business and our customers.
  • Quality and detail orientated.
  • Positive attitude and influence to others
  • Fast learner and able to adapt to new technology and keep abreast of current industry trends and practice.
  • Excellent organisation and time management skills.
  • Able to achieve potential, stay inspired and motivated


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