Manager – Engineering, Managed Services

CDW • Virtual - Illinois, IL

3d • $117,000 - $177,000

About The Position

The Manager – Engineering, Managed Services leads a cloud-focused, platform-agnostic Managed Services Engineering team to achieve operational excellence, customer satisfaction, service quality, and financial performance. The role is accountable for service delivery outcomes, resource management, continuous service improvement, and team development, while serving as a product owner for assigned cloud, hybrid infrastructure, automation, observability, and managed operations offerings.

The manager leads engineering services for government customer environments and owns end-to-end service delivery and operational performance, ensuring alignment with customer requirements, contracts, statements of work, service levels, operational standards, and applicable government requirements. The role also guides teams in adopting AI thoughtfully and responsibly, modeling curiosity and fostering continuous learning around AI tools and practices.

Requirements

• Bachelor’s degree and 7 years of experience, including 1 year of managerial experience; alternatively, 11 years of work experience, including 1 year of managerial experience.
• Ability to lead teams, gain consensus, prioritize work, and drive measurable results.
• Strong written and verbal communication skills.
• Comfort exploring how AI can enhance strategy, decision-making, and team performance, and willingness to promote experimentation and shared learning.

Nice To Haves

• Previous consulting, managed services, cloud operations, infrastructure operations, or engineering leadership experience.
• Experience with ITIL-based process management, service delivery frameworks, operational governance, and continuous improvement.
• Experience working with enterprise technology vendors, cloud providers, managed service platforms, or service management tools.
• Ability to travel up to 25% as needed.

Responsibilities

• Lead a Managed Services Engineering team delivering assigned cloud, automation, observability, security, infrastructure, and managed operations services in alignment with service strategy, customer requirements, contracts, and statements of work.
• Own end-to-end service delivery and operational performance for assigned government customer environments, ensuring compliance with contractual commitments, SLAs, SLOs, operational standards, and applicable government requirements.
• Execute service level agreements using established operational frameworks, standard operating procedures, runbooks, service management practices, and governance processes.
• Drive continuous service improvement across processes, tooling, automation, service health, operational resilience, customer experience, security, and team performance.
• Allocate engineering resources to support, maintain, modernize, secure, and optimize assigned cloud and hybrid technology services.
• Establish effective on-call and escalation practices to ensure appropriate coverage, timely response, and operational continuity for critical government services.
• Identify opportunities to automate operational processes, reduce manual effort, improve service reliability, and increase scalability across the managed services portfolio.
• Champion CDW’s vision of becoming an AI-fluent organization by modeling curiosity, encouraging responsible AI adoption, and guiding others in developing confidence and capability with AI tools and practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager