CDW
CDW Careers
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Associate Service Delivery Managerat CDW Careers Canada

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Job ID: 20000735
Updated: Mar 27, 2020
Location: Edmonton, AB, Canada

Are you an individual who is motivated by curiosity, driven for success and excellent customer service? Do you thrive in a dynamic, deadline-driven, rapidly growing, customer focused environment? Are you a client advocate who fosters strong partnerships between your clients and your organization with a consistent drive for improvement? Do you have strong communication skills and have a good understanding of data center, security and cloud technologies and concepts? If so, we need to hear from you.

Reporting to the Manager, Service Management, your focus will be to own key customer relationships, ensuring that service delivery is entirely consistent with customer expectations and our service guarantees. We require a proactive resource who understands both their client’s and CDW business and technological needs. You will work closely with the technical teams, account teams and project managers to monitor all activity regarding the key clients under your assignment and ensure quality communications and deliverables from CDW to them.

Key Areas for Success
  • Ability to successfully lead technical teams and communicating with management
  • Understanding the best ways to achieve success with existing processes and people
  • Relationship building within our organization and with our network of partners and clients
  • Managing and integrating with best-in-class technical and IT operational teams
Responsibilities
  • Be accountable for all aspects of service delivery to the 18-25 clients 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
  • Engage resources from the MS Operations, Cyber Security, Professional Services, Solution Architects and Project Office teams in order to create a culture of teamwork, accountability and initiative to help clients achieve their definition of success
  • Ensure transfer of knowledge of customer systems, processes and requirements to the technical teams, 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
  • 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 clients while continuously tracking client-specific KPIs
  • Lead environmental health checks by utilizing the tools and systems in place and managing the process and resolution tasks as internal projects
  • 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 management to expand service offerings in the interest of increasing CDWs value to the client

Qualifications

Minimum Education & Experience Qualifications
  • College diploma or degree (BA or BSc) in a relevant field (Computer Science, Management Information Systems) or comparable work experience
  • 1-3 years of experience managing technical projects with cross-functional or multi-vendor teams and/or experience as technical solution prime on client accounts
Other Required Qualifications
  • Attention to detail, be results oriented, passionate about delivering exceptional service, and a good level of commercial acumen so as to identify opportunities for automation, cost reduction, and continuous service improvement
  • Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
Preferred Qualifications
  • B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
  • The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
  • 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
  • French fluency an asset but not required
  • Technical certifications (current within the last 5) years from any of the following vendors: Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware,Microsoft, AWS
  • ITIL foundations certification (focused strengths on service operations and continuous improvement)
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%