The Director of Professional Services is a business solutions thought leader at CDW.  The DPS is accountable for leading the Security Cyber & Physical Professional Services teams in the achievement of CDW Technologies (Company 03) financials, team utilization and individual revenue targets, overall coworker retention and upward mobility, and customer satisfaction targets around delivery excellence. 

 To realize these targets, the DPS will be responsible for ensuring that professional services is running at peak performance, driving strong customer focus, aligned with market demand, developing services coworkers to align to that market demand, working closely with our sales teams and enabling efficiencies in operations in collaboration with our Services & Solutions (S&S) centralized Operations team. This position will also work closely with other teams within CDW, including Partner & Program Management (PPM), Legal and Contracting, the PSM teams, Coworker Services (CWS), Sales, S&S Presales, Configuration Services, Managed Services, Revenue Operations (RevOps), and Enterprise Business Operations (EBO) to drive greater alignment across all service solution areas.  

Key Areas of Responsibility

Customer Responsibilities:

• Monitor, measure and achieve customer satisfaction targets and business outcomes, ensuring services customers are repeat CDW customers. 

• Establish and cultivate a solid working relationship with customers - building relationships with customer decision makers, including CISOs, Security Directors and Managers 

• Lead and collaborate with Sales, Presales and aligned S&S practice team(s) on customer sales calls, services pricing and sales / customer strategies for services opportunities. 

• Lead effort to educate sales teams and customers about CDW Security practice services offerings and capabilities. 

• Conduct face-to-face customer loyalty meetings (QBRs) for top services customers in collaboration with the associated account team. Establish and cultivate solid working relationship with all internal customers - Professional Services Managers, Solutions Teams, Coworker Services, Sales and Presales Leadership, Client Executives / Account Managers, and Senior Leadership Team. 

• Establish and cultivate a solid working relationship with vendor partners, educating our partners on our services capabilities, and working closely with partners on strategic opportunities and service-attach motions.

• Validate and approve services pricing, scope of work and services contracts for large and/or strategic services engagements. 
• Provide oversight for strategic customer engagements and programs that have large revenue potential and/or service level. 

• Ensure that the Professional Services Teams are incorporating operational best practices in the delivery of services of all solutions across Practice(s) and geographies. 

• Set a culture for and drive continuous improvement within the Professional Services team, reviewing lessons learned and applying to next customer projects. 

Coworker Responsibilities:  

• Work closely with each practice domain leader to “future proof” domain offerings, and strategize on capabilities, service offerings, partnerships and skill sets that will fully leverage the existing team and raise demand to further grow the team(s).
• Leverage an “AI-smart” strategy towards delivery methodology, relying on AI when appropriate and with the assured return on investment
• Directly manage Senior Managers who lead each Security domain professional services function, inclusive of Project Management  

• Accelerate the professional and technical development of your management team and of coworkers through coaching and training, ensuring laser focus on profitably growing the business. 

• Ensure Senior Managers are managing their teams to have the right set of technical and interpersonal skills to meet immediate and long-term customer demand. 

• Provide complete, accurate, timely and frequent communication with your teams, communicating the strategy, objectives and performance from the CDW leadership team. 
• Evangelize the services capabilities and skill of our business to key OEM contacts to drive utilization, revenue and joint success.

• Deliver substantive performance feedback and coaching to your team based on CDW Way core principles

• Attract, recruit and retain the "best and brightest" Professional Services Coworkers. 

• Set the culture of collaboration, support and customer focus through your management team. 

• Monitor and resolve coworker satisfaction / loyalty issues. 

• Ensure that best practices are incorporated in the delivery of all solutions. 

• Share Best Practices across Regions and Practices. 

• Set and manage coworker budgets to drive strong customer loyalty, grow the business and maximize profitability. 

• Oversee coworker compensation processes including bonuses and salary administration. 

Operations Responsibilities: 

• Lead and manage designated the Security Professional Services teams to achieve finance, operations, customer and coworker targets. 

• Drive initiatives and goals as defined by the CDW leadership team both directly and through your management teams.   

• Be responsible for organizational planning to ensure we can effectively scale our resources to meet our objectives. 

• Create and instill a culture of increasing bill rates and decreasing costs of delivering engagements leveraging automation where possible

• Perform and operationalize capacity planning in order to balance engineer / consultant supply with engagement demand. 

• Setting, planning and maintaining the Professional Services budget. 

• Manage staff planning process and skills readiness, in alignment with the key focus areas determined collaboratively with the Solutions team. 

• Manage and monitor divisional financial performance. 

• Manage and monitor monthly services forecasts to ensure they are complete, accurate and timely. 

• Collaborate with Coworker Services and Talent Acquisition (TA) on recruiting and onboarding, internal and external training, and internal projects. 

• Facilitate the resources and tools necessary for the professional services organization's success, including lab equipment, software, etc. 

• Drive the feedback process from services delivery to pre-sales/solutions team, ensuring that pre-sales tactics accurately reflect delivery's experiences. 

• Lead team meetings and communicate best practices. 

Solution Responsibilities:

• Collaborate with our Solutions team to expand the services portfolio of capabilities   

• Work directly with the sales, presales, PPM, marketing and any relevant S&S practices to define new services offerings. 

• Identifying new skill requirements and define and execute methods for building requisite skills within the professional services team or through partners. 

• Implement processes/methodologies for rolling out new products. 

• Staff planning for new technologies. 

• Communication, integration and agreement with Managed Services, Augmented Expertise & Intelligent Staffing (AXIS), partner services, and other S&S practices for new technologies. 

• Closely monitoring and managing customer engagements for new solution areas, including face-to-face customer loyalty meetings. 

• Collaborate with Sales, Presales, Solutions, CWS, Finance, Contracting, EBO, RevOps, Executive and Legal departments to create new service offerings or offices. 

• Collaborate with Solutions teams to drive execution of initiatives to drive customer demand and awareness among sales teams for existing and new solutions.