The Managed Services Engineering Manager demonstrates focus in leading a specific Managed Services Engineering Team to achieve financial, operations, customer satisfaction and coworker targets. The person in this role is responsible for delivery of one or more services and additionally serves as the product owner for those services. The role includes but is not limited to: Understand and align the engineering team to ensure overall Services strategy is implemented through Services teams, which includes building and maintaining key relationships with product development, professional services and sales. Executing on customer service level agreements by utilizing our operational framework and standard operating procedures to meet or exceed overall customer satisfaction. Continuous Service Improvement: includes both process and staff management, using both objective and subjective methods. Includes performance management. Allocating engineering resources to provide technical services to maintain, support, and optimize the specific technology areas assigned. Establish and cultivate a solid working relationship with customers through sales opportunities, quarterly reviews, and especially during support issues. Build and maintain strong relationships with key partner representatives (Cisco, IBM, Microsoft, VMWare, etc.).
What You Will Do
Customer Satisfaction: Understand customer environments and business needs.
Meet periodically with customers through sales opportunities, quarterly reviews, and especially during support issues.
Track, monitor and report Customer Satisfaction Performance Measures, including Customer Satisfaction Surveys.
Leadership and Management: Managing workload; prioritizing and assigning resources. Includes review Service Desk queues and related reports.
Serve as a primary point of contact for the collaboration of strategic and tactical plans for the current and future development of the technologies assigned to their specific technology.
Time reporting and related analysis.
Hiring staff.
Building and motivating effective teams.
Delegating responsibilities to appropriate team members.
Performance management: Consistent feedback, both positive and negative Assessment, both subjective and objective coaching/mentoring Individual Development Planning (career path, improvement opportunities, training)
Maintaining the On-call schedule.
Work closely with peers to achieve company, department and personal goals.
Willing to take calculated risks to meet customer needs and department goals.
Process Management: Oversee the development, maintenance, and performance of the problem, change and work order processes.
Deliver Operational Framework and Standard Operating Procedures to staff and ensure adherence through Quality Assurance process.
Review Operational Framework and Standard Operating Procedures on an on-going basis to identify process and organizational structure gaps.
Continuous Service Improvement utilizing using key metrics.
Communication: Regular staff interaction, both written and face-to-face.
Customer interaction, both written and face-to-face.
Work collaboratively with other groups and managers to successfully manage customer expectations and environments.
Financial: Manage operational costs, plan, and budget.
What We Expect of You
Bachelor’s Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience
Previous consulting leadership experience required
Process management and improvement
Experience in ITIL
Experience managing mainframe environments, including IBM CICS, DB2, MQ, IDMS and related tools
Understanding of mainframe capacity planning, performance tuning, and workload automation
Ability to lead teams; gain consensus
Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
Ability to identify and creatively resolve client, project and people issues
Proven negotiation skills
Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
Experience working with vendors and business partners
Ability to lead and manage to ensure attainment of critical results
Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
Ability to act as a trusted advisor in a strategic partnership
Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
Ability to multi-task, organize and prioritize.
Experience managing IBM z/OS, z/VM, ISV, RACF, is a plus.
Ability to multi-task, organize and prioritize.
Ability to travel as needed
Pay range: $120,000 - $177,100 depending on experience and skill set
Annual bonus target of 20% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials
CDW is committed to being an AI-fluent organization
As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don’t need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.
Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
