Delivery Manager

Role Description

The Service Delivery Manager is a business, sales, and solutions thought leader at CDW. They provide leadership and support for Sales, Solution Architects and Services teams within their region. The SDM is accountable for effective and efficient day-to-day Professional Services operations, and for driving alignment with the Sales team and Solutions team.

The SDM is focused on leading Advanced Technology Services Teams to achieve finance, operations, client, and coworker targets.

• Build and maintain strong technology relationships with key partner marketing technology and Adobe Experience solution representatives to ensure CDW is top of mind.
• Collaborate with Sales, Solution Architects, Services Teams and Management to maximize services financial results.
• Manage team member's performance, including professional and technical skill development, through coaching and training ensuring laser focus on achieving current and future client demands while balancing team utilization and profitability.
• Further develop and maintain customer relationships based on your knowledge and experience with Adobe Experience solutions and other marketing technologies, seeking new opportunities to help customers overcome challenges.
• Ensure team members fully understand their roles and follow best practices in the delivery of services of all solutions across practice(s) and geographies.
• Act as escalation point for issue resolution related to team member performance or client satisfaction.
• Build and maintain the Trusted Partner Network to deliver additional engineering capacity and skills as needed.
• Support, collaborate, and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales/client strategies with “C” suite level leadership.

Qualifications

• Bachelor’s degree in business, computer science, a related technical degree or equivalent experience, 7 years experience delivering large scale, enterprise class technical solutions including planning, development, implementation and support, OR 11 years experience delivering large scale, enterprise-class technical solutions including planning, development, implementation and support.
• Experience in the Adobe Digital Experience solutions and marketing technology automation is preferred.
• One year managerial experience.
• Ability to lead teams, gain consensus.
• Effective oral and written communication skills.
• Ability to identify and creatively resolve client, project and people issues.
• Proven negotiation skills.
• Experience working with vendors and business partners.
• Ability to lead and manage to ensure attainment of critical results.
• Attain revenue and gross profit growth targets within their region.
• Collaborate with Sales, Solutions Architects, Services Teams and Management to achieve Services goals and attainment of all targets.
• Prepare and negotiate services delivery agreements with a focus on profitability, customer success, and long-term relationship development, informed by market trends and business strategy.
• Provide leadership and support for Sales, Solution Architects and Services Teams within their region and solution domain.
• Support, collaborate, and participate with Sales and Solutions team(s) on client sales calls, services estimates and sales/client strategies with “C” suite level leadership.
• Accelerate the professional and technical development of coworkers through coaching and training.
• Excellent written, presentation, and verbal communication skills including demonstrated experience presenting technology recommendations from a business perspective to internal and external clients.
• History engaging with people across levels, functions, culture and geography, navigating interpersonal and group dynamics.
• Demonstrated history of identifying and creatively resolving client, project, and people issues.
• Demonstrated ability to act in a calm and productive manner when confronted with change, ambiguity, and risk.
• Deals constructively with problems that do not have clear solutions or outcomes.
• Demonstrated ability to multitask and effectively prioritize workload under tight deadlines in a fast-paced environment.
• Ability to develop longer-range project plans and schedules to complete complex projects or new solution/product development.
• Demonstrated experience applying lessons learned to unique problems.
• History of reskilling on new technologies with ability to determine benefits for clients.

Benefits

• Pay range: $121,450 – $145,720, depending on experience and skill set.
• Benefits overview: CDW Benefits
• Salary ranges may be subject to geographic differentials.