Manager, ITS Business Operations & Planning

CDW

About The Position

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. The Manager, ITS Business Operations plays a critical strategic role in enabling profitable growth across Managed and Professional Services. This role partners closely with senior leaders across Sales, Delivery, Finance, and Operations to drive pricing strategy, deal governance, and performance management. By translating complex financial and operational data into actionable insights, this role ensures scalable, disciplined, and customer‑focused business execution.

Requirements

6–10+ years of experience in services commercial operations, pricing, FP&A, or related roles within IT services, managed services, or hybrid services organizations
Proven experience leading deal desk operations or complex deal governance
Strong financial and analytical skills, including margin analysis, utilization forecasting, and cost‑to‑serve modeling
Experience partnering cross‑functionally with Sales, Delivery, Finance, and Legal teams
Ability to communicate complex financial concepts clearly to executive and senior leadership audiences

Nice To Haves

Expertise in value‑based pricing, pricing governance, and multi-year commercial constructs
Familiarity with CPQ tools and approval workflows (Salesforce and ServiceNow experience considered an asset)
Strong business acumen with the ability to influence decision‑making without direct authority
Experience supporting managed services, subscription models, or recurring revenue businesses
Highly organized, detail‑oriented, and comfortable operating in a fast‑paced, matrixed environment

Responsibilities

Lead pricing strategy, deal desk governance, and commercial frameworks to support profitable and scalable Services growth
Design and manage value‑based pricing models, discount guardrails, and approval workflows across Managed and Professional Services
Analyze deal‑level and project‑level economics, including margin, cost‑to‑serve, utilization, and price realization
Provide negotiation and deal‑structuring support for complex and strategic customer engagements
Develop and maintain standard commercial terms, pricing playbooks, and escalation frameworks to reduce risk and scope creep
Partner with Sales, Solutions, Delivery, Finance, Legal, and Product teams to align deal structures with operational capacity and financial targets
Translate operational and financial metrics into executive dashboards, scorecards, and leadership insights
Identify early indicators of margin erosion, delivery risk, or pricing inefficiencies and drive corrective actions
Support sales compensation and incentive models that reward sustainable, profitable growth
Lead scenario modeling to support fiscal planning, growth strategies, and investment decisions
Evaluate ROI for new offerings, technology investments, automation, and strategic initiatives
Build scalable, standardized operational processes to support long‑term Services growth and consistency