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Program Manager, Services Strategy & Development

Job ID 24001008
Team Engineering
Posted Date Apr 20, 2024
Location Toronto, ON
Eligible for Remote  
Contract Type Full-Time
Security Clearance  

The Program Manager is responsible for the development, delivery, and management of service offerings within the Professional and Managed Services business segments for CDW’s Services division.  The role will coordinate with the Heads of Services Strategy & Development Portfolios and own the collective lifecycle of offerings and roadmap within the Service Development Framework.


Join CDW Canada’s Strategy & Services Development team, and you’ll be at the nexus of the future of technology services at CDW; somewhere with flexibility, ongoing education, and opportunities to grow your career. Your innovative outlook and strong desire to learn will ensure we keep up with the latest practices, ideas, and trends in modern work.


A Fortune 200 leader, CDW is the trusted resource and technology expert that Canadian companies turn to most to solve all their information technology needs. Our customers rely on us to identify, implement, and maintain the technology that drives them forward, and know when they do business with CDW, they aren’t just getting cutting-edge technology solutions, they’re gaining a trusted Microsoft 365 Cloud Consultant.


In this role, you’ll have the option to work remotely or at the CDW Canada office closest to you.


What you’ll do

The Program Manager’s primary function will be to optimize our ability to execute on aggressive growth of our Services division within Canada. There are two delivery teams within services (Professional and Managed) as well as four Service Portfolios (Workspace, Cloud Native, Hybrid Infrastructure and Security). The Services Strategy & Development team is accountable for the Portfolios, which align the product offerings with Professional and Managed Services to ensure that CDW maintains effective and efficient services that are in demand and meet customer values and objectives. The combined Service Offering development pipeline will include developing standardized Professional Services and developing and managing Managed Services within the CDW Managed Platform. This role will own the gated Service Development Framework.

·        Work with Heads of Services Strategy & Development Portfolios to qualify development opportunities through the Service Development Framework

·        Own the decision-making framework to ensure services in development and currently in General Availability meet success criteria.

·        Develop, execute and maintain the Service Development Roadmap

·        Work with Business Analysts, Product Managers and Technical Architects throughout the Service Development lifecycle

·        Deep understanding how technology consulting and services are evolving and develop strategies to future proof our services practice.

·        Coordinate with the Service Portfolio Managers and Product Managers to ensure services under consideration and in development meet corporate objectives for service success

·        Work with Customer Success, Business Analysts, Product Managers and Technical Architects to ensure quality throughout the service development lifecycle.

·        Develop trusted partnerships with the Heads of Services Strategy & Development Portfolios, delivery leadership and broadly across the organization to provide a platform for effective and efficient service offering development:

·        Proactively work with Marketing, Integrated Technology Solutions, Sales and Product teams throughout the development process

·        Act as central point for collecting feedback and managing our strategy for the development or enhancement of our tools, resources, reporting and process improvements to support the following priorities: 

·        Successful and profitable delivery of services

·        Maximization of use of standardized services within the sales and solution architecture teams through data gathering and offering refinement

·        Scale the reach and execution of our Integrated Solutions proposition including managing the creation of marketing and offering materials that speak to the larger CDW services value proposition.

·        Seek and implement ways to maximize efficiency through processes, tools and reporting

·        Competitive research and analysis to optimize our offerings and competitive strategy

·        Proactively partner with peers within CDW and across partner organizations to execute on priorities.

What you need to succeed


·        Minimum 5 years Business Analysis, Project Management, Program Management or similar experience required.

·        Bachelor’s degree in related field or substantial additional experience

·        5 years combined work experience in any of the following (or related) areas:

o   Process development

o   Project delivery

o   Managed Services

o   Security (SOC) Services

o   Compliance and Advisory Services

o   Technology Outsourcing

o   Offering development

·        Demonstrated ability to work independently and make sound business decisions.

·        History of balancing multiple priorities simultaneously while meeting deadlines

·        Demonstrated ability to effectively communicate process and service issues to stakeholders.



·        IT specific certifications (e.g. ITIL, COBIT, PMP)

·        Working knowledge of the Canadian technology services landscape

·        Working knowledge of compliance frameworks (e.g. NIST CSF, ISO 27001, PCI DSS, CMMC)

·        Comprehensive knowledge of all aspects of IT Service Delivery (e.g. Software development, Application support, infrastructure and networking, end user support, security, cloud native technologies)



Who we are: 

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.


What you can expect from us: Culture, coworkers, careers.  

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape. 


The well-being of our employees is essential to us. CDW offers a comprehensive benefits package which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP/DPSP and DPSP match, tuition reimbursement, coworker discounts, and other generous perks. 



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