CDW
CDW Careers
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Service Delivery Managerat CDW Careers Canada

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Job ID: 20000734
Updated: Mar 27, 2020
Location: Vancouver, BC, Canada

Do you thrive in a dynamic, deadline-driven, customer focused environment where you can leverage strong organizational, technical and project management skills? Do you listen well and have a good understanding of data center, security and cloud technologies and concepts? CDW is looking for a Service Delivery Manager (SDM) to join our Services team. The SDM’s focus will be to own key customer relationships, ensuring that service delivery is entirely consistent with customer expectations and our service guarantees. You will work closely with the technical teams, account teams and project managers to monitor all activity regarding the key customers under your assignment and ensure quality communications and deliverables from CDW to them.


Responsibilities
  • Be accountable for all aspects of service delivery to the 1-5 customers assigned to you
  • Be aware of all incidents, projects and activities that CDW’s Managed and Professional Services are engaged in for the customers under your watch
  • Collaborate with the MS Operations, Engineering, Cyber Security and Project Office teams to help customers achieve their definition of success
  • Ensure transfer of knowledge of customer systems, processes and requirements to the technical teams, in order to enable them to provide consistent high-quality service
  • Escalate to management and account teams appropriately, bringing topics of interest and concern to their attention before the customer does
  • Participate in relevant customer meetings, such as project meetings, change review meetings and service review meetings, and track resulting action items to completion
  • Be present at customer site on a regular basis, which will vary based on scope of customer engagement
  • Establish regular communication methods and delivery, creating and monitoring service deliverables for quality and accuracy, correcting where needed
  • Deliver high-quality service reports to your assigned customers while continuously tracking customer-specific KPIs (key performance indicators)
  • Ensure proper population and maintenance of documentation in our knowledge base, configuration management database and network diagram collections
  • Identify gaps in service delivery, and work with the team to continuously improve to meet and exceed goals
  • Develop and enhance processes as required
  • Identify any new opportunities for additional services, bringing them to the attention of the account team and your management to expand service offerings in the interest if increasing CDW’s value to the customer

Qualifications

  • College diploma or degree (BA or BSc) in a relevant field (Computer Science, Management Information Systems) or comparable work experience
  • 3 years of experience managing technical projects with cross-functional or multi-vendor teams
  • 5+ years in a service delivery role, preferably managing staff in a service provider environment, helpdesk or call center
  • ITIL foundations certification
  • B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
  • Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
  • Attention to detail, be results oriented, passionate about delivering exceptional service, and a good level of commercial acumen to identify opportunities for automation, cost reduction, and continuous service improvement
  • The ability to drive successful change by motivating and influencing others 
  • Technical certifications (current within the last 5) years from any of the following vendors: Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft
Preferred Qualifications
  • ITIL foundations certification, preferably a practitioner or expert (focused strengths on service operations and continuous improvement)
  • French fluency is an asset 
Team Culture
We are a unified team of challenge takers, diverse thinkers and problem solvers. Our coworkers aspire every single day to be better than they were yesterday because we know success means never being satisfied. We believe winning requires balance - a combination of assigned work and freethinking, quick wins and quick breaks. When our coworkers enjoy what they do and who they're with, they do their best work. And that means everyone wins.

Our Benefits
CDW offers a variety of benefits, perks and development programs that enable coworkers to perform at their best personally and professionally. We understand the importance of work/life harmony and strive to help our coworkers achieve it. Core benefits include:
  • Health & Wellness
  • Financial Security
  • Learning & Development
  • Work/Life Balance
  • Coworker Perks
  • Community Service
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 and workspaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small. Our coworkers across the globe are working together to bring technology to life for our customers.

Awards and Recognitions
  • Ranked #191 on the Fortune 500 list
  • Ranked #24 on Computerworld’s 2019 Best Places to work in IT
  • Ranked #10 on Fairygodboss’s list of the 2019 Best Companies for Women
Job Category: Sales General
Job Type: Full-Time
Travel Percentage: 10%