Senior Manager, Managed Services - Engineering

CDW   •  

Madison, WI

Industry: Professional, Scientific & Technical Services


Not Specified years

Posted 46 days ago

This job is no longer available.

Responsible for delivering excellence on contracted service obligations through strong leadership of Project Management and Engineering resources

  • Coordinates services delivered to the customer, in compliance with the contract
  • Understands, anticipates and influences customer demand for services and ensures that delivery entities are capable to fulfill the demand
  • Becomes a point of escalation for customer issues
  • Works with account teams to plan the overall customer relationship strategy, concentrating on cost reduction, service improvement and new business
  • Responsible for executing on customer service level agreements by designing an operational framework and standard operating procedures to meet/exceed overall customer satisfaction.
  • Ensures projects are executed in accordance to customer contracts and are delivered within budgetary guidelines
  • Leads team direction, coaching/mentoring, and development
  • Directs Continuous Quality Improvement, including process, tools and staff management, using both objective and subjective methods.

Key Areas of Responsibility

Service Delivery

  • Monitors SLA achievement and customer satisfaction to identify negative trends and drive remediation plans
  • Brings new IT Operations methodologies to teams and continue to drive innovative operational strategies
  • Works with operations engineers to ensure cost containment and reduction is tracking to target metrics
  • Drives the development, maintenance, and performance of change management, incident management, and problem management processes.
  • Assesses quality of work produced by the teams in providing services to ensure consistency and accuracy of information;
  • Drive automation efforts to improve efficiency and accuracy of delivery teams
  • Ensures all relevant process documentation reflects best practices and client requirements
  • Leads Continuous Quality Improvement utilizing Managed Services metrics

Customer Relations and Service Development

  • Has substantial input in the development of contractual schedules and Service Level Agreements
  • Acts as an escalation point for client issues, escalations and complaints
  • Constantly challenges and enforces engineers to build rapport and corporative relationships with customers.
  • Constantly challenges and enforces engineers to act with urgency, empathetically, and professionally when dealing with customer issues and projects.

SLA Implementation and Service Development

  • Controls measurement and analysis management to ensure all commitments are met
  • Ensures timely delivery and accuracy of regular management reports and attends review meetings (if applicable)
  • Reviews summary reports on trends, root cause analysis and other reports before they are presented to the client for completeness

Leadership and management:

  • Holds frequent performance and development discussion to establish clear directions and objectives
  • Guides and motivates others to take action that supports the vision and values of our business
  • Identifies and develops key team leaders and managers within the engineering and project management teams
  • Create and maintain a Career Development Progression Plan for all members of the team


Minimum Qualifications

  • Bachelor's Degree in Business Management or a related field or equivalent experience.
  • Extensive experience in the delivery of customer services to develop, maintain and improve the relationship with the client
  • Experience in a wide variety of information technology fields to fully understand the details of services that can be provided
  • Detailed understanding of service level agreements and performance measures required to manage agreements and customer relationships

Other Required Qualifications

  • Experience in process improvement and automation
  • Leadership experience with a DevOps or highly software managed deployment
  • Data center management and delivery in an outsourcing environment
  • Strong interpersonal, written and oral communications
  • Leadership and general management
  • Project management
  • ITIL certification
  • Understanding of networking, operating systems, unified communications and core business applications

Job ID: 18001364