Manager, Managed Services Security

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 Summary

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 :

Pay range : $115,825 - $162,165, depending on experience and skill set

Current Opening :   This posting reflects a currently available position within our organization for which we are actively recruiting.

We make technology work so people can do great things.

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 helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice .