Sr. Manager, Managed Services Delivery - IBM Portfolio

CDW • Vernon Hills, IL

92d • $137,000 - $190,360

About The Position

As the Senior Manager of Managed Services Engineering, you will lead and oversee the Managed Services Engineering Team to drive financial, operational, and customer satisfaction targets. The leader in this role will be responsible for a portfolio of products and services whose annual recurring revenue goals will be determined by executive team leadership. This role is pivotal in aligning the team with the overarching Services strategy while nurturing key relationships with product development, professional services, and sales departments. You will be instrumental in executing customer service level agreements, ensuring continuous service improvement, and fostering a culture of excellence and innovation within the team and throughout the larger CDW organization.

Requirements

• Bachelor's degree plus 10 years of experience in consulting or IT services delivery, with a proven track record of leadership and management, OR 14 years of experience in consulting or IT services delivery, with a proven track record of leadership.
• Extensive experience in process management and improvement, with a strong understanding of ITIL frameworks.
• Excellent leadership and team-building skills, with the ability to inspire, motivate, and develop high-performing teams.
• Exceptional communication skills, both oral and written, with the ability to effectively communicate complex technical concepts to a variety of audiences.
• Strong analytical and problem-solving abilities, with a demonstrated aptitude for strategic thinking and decision-making.
• Proven ability to build and maintain strong relationships with clients, vendors, and internal stakeholders.
• Experience in financial management, budgeting, and cost optimization.
• Willingness to travel as needed, up to 25% of the time.

Nice To Haves

• Experience with the IBM Portfolio, including relevant tools, platforms and services used in enterprise IT environments.

Responsibilities

• Provide strategic direction and vision for the Managed Services Engineering Teams within the assigned portfolio, driving alignment with company objectives and market trends.
• Work with other senior leaders throughout Managed Services and Professional Services to help develop and strengthen offerings.
• Cultivate and maintain strong relationships with clients, ensuring a deep understanding of their environments as well as their business needs.
• Lead, mentor, and develop a high-performing team of management and technical professionals, fostering a collaborative and inclusive work environment.
• Oversee the development, implementation, and enhancement of operational processes and procedures, ensuring alignment with industry best practices and standards such as ITIL.
• Drive a culture of continuous improvement within the team, leveraging key metrics and feedback mechanisms to identify areas for enhancement.
• Manage operational costs, plan budgets, and drive cost optimization initiatives while ensuring the highest quality of service delivery.
• Collaborate closely with internal stakeholders including sales, product development, and professional services teams to drive synergy and alignment across departments.
• Establish performance metrics, monitor team performance, and provide regular reports and updates to senior management on key metrics, achievements, and areas for improvement.

Benefits

• Pay range: $137,000 - $190,360 depending on experience and skill set.
• Annual bonus target of 35% subject to terms and conditions of plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees