The Senior Manager of Managed Services Engineering will lead the team to meet financial and operational goals, enhance customer satisfaction, and optimize processes, while mentoring staff and collaborating with stakeholders.
Description
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.
Job Summary
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.
What you will do:
* Strategic Leadership: Provide strategic direction and vision for the Managed Services Engineering Teams within the assigned portfolio, driving alignment with company objectives and market trends.
* Cross-functional Leadership: Work with other senior leaders throughout Managed Services and Professional Services to help develop and strengthen offerings. Expand technical aptitudes by collaborating across teams and geographies.
* Customer Relationship Management: Cultivate and maintain strong relationships with clients, ensuring a deep understanding of their environments as well as their business needs. Lead initiatives to enhance customer satisfaction and loyalty.
* Team Management: Lead, mentor, and develop a high-performing team of management and technical professionals, fostering a collaborative and inclusive work environment. Manage workload, prioritize tasks, and allocate resources effectively to meet business goals.
* Process Optimization: Oversee the development, implementation, and enhancement of operational processes and procedures, ensuring alignment with industry best practices and standards such as ITIL.
* Continuous Improvement: Drive a culture of continuous improvement within the team, leveraging key metrics and feedback mechanisms to identify areas for enhancement and implementing strategies to optimize service delivery.
* Financial Management: Manage operational costs, plan budgets, and drive cost optimization initiatives while ensuring the highest quality of service delivery. Understand financial statements and be able to express their meaning to superiors and subordinates as needed.
* Stakeholder Engagement: Collaborate closely with internal stakeholders including sales, product development, and professional services teams to drive synergy and alignment across departments.Performance Monitoring and Reporting: Establish performance metrics, monitor team performance, and provide regular reports and updates to senior management on key metrics, achievements, and areas for improvement.
What we expect of you:
* Bachelor's degree plus 10 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role,
* OR
* 14 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role.
* 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.
* Experience leading Managed Services Engineering teams across Virtualization, Endpoint & Windows Compliance, Backup & Recovery, and Database & Storage, a plus. Pay range: $137,000 - $190,360 depending on experience and skill set Annual bonus target of 35% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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.
Job Summary
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.
What you will do:
* Strategic Leadership: Provide strategic direction and vision for the Managed Services Engineering Teams within the assigned portfolio, driving alignment with company objectives and market trends.
* Cross-functional Leadership: Work with other senior leaders throughout Managed Services and Professional Services to help develop and strengthen offerings. Expand technical aptitudes by collaborating across teams and geographies.
* Customer Relationship Management: Cultivate and maintain strong relationships with clients, ensuring a deep understanding of their environments as well as their business needs. Lead initiatives to enhance customer satisfaction and loyalty.
* Team Management: Lead, mentor, and develop a high-performing team of management and technical professionals, fostering a collaborative and inclusive work environment. Manage workload, prioritize tasks, and allocate resources effectively to meet business goals.
* Process Optimization: Oversee the development, implementation, and enhancement of operational processes and procedures, ensuring alignment with industry best practices and standards such as ITIL.
* Continuous Improvement: Drive a culture of continuous improvement within the team, leveraging key metrics and feedback mechanisms to identify areas for enhancement and implementing strategies to optimize service delivery.
* Financial Management: Manage operational costs, plan budgets, and drive cost optimization initiatives while ensuring the highest quality of service delivery. Understand financial statements and be able to express their meaning to superiors and subordinates as needed.
* Stakeholder Engagement: Collaborate closely with internal stakeholders including sales, product development, and professional services teams to drive synergy and alignment across departments.Performance Monitoring and Reporting: Establish performance metrics, monitor team performance, and provide regular reports and updates to senior management on key metrics, achievements, and areas for improvement.
What we expect of you:
* Bachelor's degree plus 10 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role,
* OR
* 14 years of experience in consulting or IT services delivery, with a proven track record of leadership and management in a senior role.
* 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.
* Experience leading Managed Services Engineering teams across Virtualization, Endpoint & Windows Compliance, Backup & Recovery, and Database & Storage, a plus. Pay range: $137,000 - $190,360 depending on experience and skill set Annual bonus target of 35% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials #LI-TP1
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
Top Skills
Backup & Recovery
Database Management
Endpoint Compliance
Itil
Storage Solutions
Virtualization
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