Manager Physical Security Delivery

CDW

6d•$121,450 - $170,010

About The Position

The Manager, Physical Security Delivery provides business, sales, and solutions thought leadership for the assigned solution domain and leads day-to-day Professional Services operations. The role shapes portfolio vision and strategy for video surveillance and video management systems (VMS), electronic access control, and integrated physical security solutions. Working across Sales, Solution Architects, and Services, the manager balances financial and operational performance with client outcomes and coworker development and loyalty. The manager leads and develops coworkers, manages staffing and delivery capacity, oversees client and partner relationships, and governs service delivery from early engagement through implementation, testing, documentation, and client acceptance. The role is accountable for financial and operational measures including services revenue, gross profit, utilization, client and coworker loyalty, retention, portfolio expansion, and company operating margin. The position also champions CDW’s vision of becoming an AI-fluent organization by modeling curiosity, responsible AI adoption, and continuous learning.

Requirements

Bachelor’s degree and at least 5 years of experience, or 9 years of work experience.
At least 1 year of people management experience.
Experience leading technical delivery or operations teams and working with relevant vendor technologies, services, and partners.
Knowledge of surveillance/VMS, electronic access control, integrations, and secure network-connected systems.
Ability to lead teams, build consensus, and deliver outcomes.
Strong oral and written communication, coaching, and negotiation skills, with creative approaches to client, project, and people issues.
Ability to serve as a trusted advisor, build effective client and partner relationships, and lead services outcomes that support sales objectives.
Ability to travel up to 50%.

Nice To Haves

Previous consulting management experience.
At least 1 year of profit and loss (P&L) management experience.
Strong project and risk management skills.
An advanced-technology background.
Strong presentation skills.

Responsibilities

Drive services revenue and gross profit in partnership with Sales and Solution Architects.
Align services to sales and marketing objectives, including appropriate product and licensing attachment.
Join client calls, present services capabilities, and shape C-suite solution strategies.
Review and approve estimates and statements of work within delegated authority, and provide practical feedback to Solution Architects.
Assess economic, competitive, and industry trends to guide portfolio strategy, services opportunities, and engineering skill mix.
Maintain regular staffing and pipeline reviews; educate sellers on services capabilities, positioning, and early engagement.
Support Sales and Professional Services Managers on client satisfaction calls.
Own escalations and corrective actions where applicable.
Participate in top-client loyalty meetings and build cross-functional stakeholder relationships.
Lead, coach, and develop coworkers through development plans, timely performance feedback, and clear communication; strengthen technical, consulting, and sales skills.
Balance team capacity and skills against demand, project commitments, utilization, profitability, and delivery risk; plan resource assignments and workloads.
Recruit and retain talent, foster trust, respect, teamwork, and coworker loyalty, and encourage sharing best practices.
Implement operations strategy and govern delivery from early engagement and resource selection through implementation, testing, documentation, and client acceptance against agreed scope and quality standards.
Maintain partner technology relationships and serve as a vendor interface; communicate services capabilities, promote relevant solutions, and identify and close capability gaps.
Engage physical security OEM and integration partners and their engineering, services, and account teams; use the Trusted Partner Network for surge or specialty engineering capacity.
Share and apply delivery best practices across practices and geographies, using lessons learned to improve service quality and consistency.
Provide timely, accurate monthly forecasts; steward general and administrative expenses; conduct financial and project profitability reviews and take corrective action within delegated authority.
Work with Senior Leadership on staffing, development, internal projects, compensation, and bonuses within established authority; contribute to recruiting and management-team practices.
Maintain solution-lifecycle skills readiness, training, and appropriate lab, software, and delivery tools; coordinate secure configuration, site safety, and applicable compliance with qualified stakeholders.
Deliver against leadership-established targets for services revenue, gross profit, gross profit per coworker, billable utilization, client loyalty, coworker loyalty, retention, and portfolio expansion.
Contribute to company operating margin through profitable delivery and expense discipline aligned with company objectives.
Champion CDW’s vision of becoming an AI-fluent organization by modeling curiosity, encouraging responsible AI adoption, and fostering continuous learning.