Head of Service Delivery Management

3 weeks ago

Peterborough, United Kingdom CDW Full time

**Description**

**ABOUT CDW**
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs approximately 14,600 coworkers.
CDW prides itself on being ‘People Who Get IT’ and ‘People who get People’. Our relationships are fueled 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.
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.

**JOB SUMMARY**

Responsible for leading CDW UK’s Integrated Technology Service Delivery Management function (a sub-division of Managed Services) consisting of Service Delivery Managers. You will develop and manage a growing business unit, inspiring coworkers to deliver exceptional business outcomes for our customers through the sale and delivery of market-leading technology or service products/capabilities.
You will work in partnership with various internal business units, supporting initiatives that drive improvements to the way we operate through process and platform initiatives, always demonstrating balanced flexibility and a passion to engage

**KEY RESPONSIBILITIES**
- Lead and develop multiple sub-departments within the Managed Services business (Service Delivery Management and Service Improvement) - Always seeking to “raise the bar”
- Proactively monitor services pipeline, performance, and future resource projections, ensuring this information is shared promptly with the broader Integrated Technology senior leadership team and Finance department
- Ensure all members of assigned service teams have the right levels of expertise and are utilised in accordance with defined utilisation criteria
- Work in partnership with Sales, Pre-Sales and the wider Services business to drive positive customer outcomes, manage expectations and resolve contracted delivery issues where applicable
- Develop and “own” the standard Service Delivery Management report issued to customers, ensuring all Service Delivery Managers use a consistent format
- Ensure the timely delivery of Service Management reviews with contracted Customers to a high standard of quality
- Monitor the delivery of monthly or quarterly service reviews with customers frequently, attending reviews on a “sampling” basis
- Monitor and ensure coworker interactions with customers are always timely and professional
- Assist with the implementation of ServiceNow and other relevant customer delivery or reporting technologies across the Managed Services business

**MANAGEMENT RESPONSIBILITIES**
- Create and foster an environment conducive to innovation, high productivity, and high quality, regularly observing the performance of direct and in-direct reports, ensuring they maintain focus, motivation, adhere to and improve quality standards
- Lead and develop teams and individuals within their responsibility, motivating, mentoring, coaching and nurturing talent with a positive attitude - Ensuring teams are highly motivated, quality-minded, and commercially focused
- Assist in the development of training and certification plans for the Integrated Technology business in collaboration with the Learning & Development department aligned with business growth plans
- Contribute to the ongoing development of the Integrated Technology business culture, promoting diversity, team building, and learning opportunities - promoting a progressive environment that is fun to work in
- Attract new and retain existing coworkers that have technical or professional expertise that maintains and promotes capabilities needed by the UK business
- Conduct monthly 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (PMP, IDP, TRP and other initiatives)
- Accountable for accurate departmental financial forecasting, cost center management, opportunity cost model standards, staffing, recruitment, and coworker performance management
- Build and maintain strong relationships with other departmental leads (including US and Canadian peers) to maintain an awareness of developments within the wider business and support opportunities for standardisation across geographies where applicable
- Partner with the Business Transformation team, supporting business initiatives relevant to the department including but not limited to new systems implementation, modernisation, migra

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