Manager Partner Services- Managed Services

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. The purpose of this position is to manage a team of Services Operations Advisors who support all pre- and post-services operational activities. Additionally, this role is a collaborative partner with Sales and Services management to strategically plan and direct team efforts to meet collective business objectives. This role leads resolution efforts for complex client operational issues, requiring partnership with multiple internal management and tactical teams. This position will also contribute to the development and implementation of organizational strategies, policies, and practices.
* What you will do:
* The following duties and responsibilities are intended to be representative of the work performed by the incumbent(s) in this position and are not all inclusive. The omission of a specific duty of responsibility will NOT preclude it from the position.
* Proactively plans, directs, and monitors the daily activities and schedules to ensure the quality, financial compliance, and responsiveness of all Services support functions.
* Manages all assigned Services Operational staff, including hiring, supervising, monitoring key performance indicators, performance management, training and development, refining roles and responsibilities, and taking corrective action as necessary on a timely basis and in accordance with company policy. Hold monthly manager-to-employee meetings to discuss career development, performance, workload, etc.
* Manages and monitors end of quarter activities including Services Support team's workload, and monitoring/creation of salesforce reporting for Opportunity status visibility.
* Collaborates with Operations Management peers and Directors to develop, review, and document operational processes and procedures to establish a national best practice based on regional successes. Implements procedural changes as necessary to improve the effectiveness of sales support functions.
* Develops and maintains relationships with internal functions such as Order Processing, Purchasing, Contracts, and Accounting. Works with these areas to integrate Services Support functions with other company operations and improve cross-organizational processes and procedures.
* Serves as the escalation point for field sales force and customer concerns. Analyzes findings and recommends response to concerns, considering nature and complexity of concern, requirements, and actions required of staff to ensure concerns are timely and accurately addressed.
* Participate in various organizational projects to establish improved systems, processes, and procedures.
* Work with business leaders and other stakeholders to identify and enable key business initiatives.
* What we expect from you:
* Bachelor's degree or equivalent experience required, and minimum of 7 years' experience in IT-related Professional Services environment. 3 years supervisory or managerial customer support experience preferred. Or 11 years' experience in IT-related Professional Services environment.
* Demonstrated leadership, personnel management skills and experience developing a customer service team.
* Demonstrated knowledge of business practices in the areas of sales cycles, customer service, accounting, pricing, purchasing, contracts, leasing, professional services, shipping, and billing.
* Subject Matter Expert ability within Sirius toolsets, major CRM/ERP packages and Microsoft applications, including Word, Excel and PowerPoint.
* Expert communication and presentation skills, with a high level of persuasive influence.
* Experience with project management, both as a participant and stakeholder.
* Experience reporting on or analyzing a professional services business model, a plus.
* Experience with Professional Services Automation tools, a plus.
* Experience implementing process improvement projects, a plus.
* Pay range: $ 109,100 - $ 163,640 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).