Network Operations Manager

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.

As Manager, Network Operations, you are responsible for the delivery of excellent services to CDW Managed Services customers. You lead the Network Operations Team of analysts and administrators. Meeting or exceeding key performance indicators and contractual SLAs through effective leadership of the team is crucial. The individual in this role is ultimately accountable for team productivity, customer experience, and serves as a leader within the Services organization. A core expectation of this role is to drive interdepartmental collaboration with the Architecture and Operational Standards, Continual Improvement, Governance and Compliance, Services Operations, and Security teams within the Services organization. This individual must have a strong executive presence and be able to develop, lead, and drive the strategies of their teams. Your contributions will directly impact the growth and retention of reoccurring revenue. As a leader at CDW, you are responsible to create positive culture and upward career momentum for the coworkers in your organization.

Key Areas of Responsibility

Operational Management:

• Responsible for the recruiting, performance and development of Systems Administrators and Analysts including performance management, coaching and development to improve service delivery.
• Manage team compensation and performance reporting.
• Execute and contribute to the improvement of standard operating procedures in the management of the services business
• Create a team-oriented environment that rewards success and supports continuous improvement
• Effectively communicate up, down and through the organization as required
• Foster collaboration within the team across various practice areas
• Drive quality and consistency in service methodology and across the coworkers on the team and the practice as a whole.
• Ensure CDW policies, procedures, and code of conduct are adhered to
• Leading by example, create team culture that embodies the CDW Way
• Review PowerBI dashboards and monthly reports with KPI data and drive change accordingly.
• Participate in annual audit procedures for ISO, NIST, SOCII, and Protected B.

Strategic Management:

• Collaborate with other Managed Services leaders on roadmap priorities and strategic goals for the organization
• Ensure team goals roll into CDW Mission Forward vision

Financial Management:

• Drive customer account profitability through efficiency and a shift-left workflow
• Approve monthly overtime and on-call payout schedules for technical resources

Talent Management:

• Successfully on-board new administrators and analysts
• Promote continuous personal growth and skillset expansion within teams for career progression and retention
• Succession planning between teams ensuring top talent remains a strategic advantage at CDW Canada
• Motivate teams to reach stretch goals and OKRs to achieve positive business results

Customer/Vendor Management:

• Manage team to ensure a superior customer experience for each customer
• Actively engage and participate in customer facing activities/meetings
• Assist sales team in customer-facing conversations promoting the CDW Managed Services brand.
• Ensure vendor support SLA attainment and escalate when required
• Proactively build solid business relationships with strategic customers and partners

Responsibilities

• Build, lead, and mentor a team of high-performing technical resources and leaders
• Serve as the escalation point with customers to ensure response times on critical incidents
• Ensure that SA's meet or exceed all activity standards for calls, appointments, presentations, proposals and closes.
• Conduct coaching and counseling with leaders to build motivation across teams
• Ensure high levels of customer satisfaction.
• Develop and maintain technical and sales readiness plans. Ensure best practices, methodologies and processes are incorporated in the service delivery of all solutions
• Manage weekly, monthly, and quarterly reporting process using metrics in these reports to better manage the business
• Work cross-functionally to support SDMs and CSMs in delivery of services and customer relations
• Demonstrate strong relationship building and the ability to interact and co-operate with CDW coworkers.
• Control expenses to meet budget guidelines
• Plan appropriate training and professional development for each team member, including services, technical, and soft-skills learning
• Organize resources during critical incidents and emergencies
• Create and review performance plans with individual team members using measurable criteria and input from relevant sources including peers, clients and vendors
• Manage strategic relationships with customers, peers and vendor partners
• Ability to travel up to 10% of the time

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.

Qualifications

Minimum Qualifications

Non-CDW:

• Minimum 3 years of leadership experience
• Successful customer experience track record
• Minimum 2 years Associates Degree or equivalent

CDW:

• Minimum 3 years CDW management experience with direct reports
• Minimum 2 years Associates Degree or equivalent

Other Required Qualifications

• Bilingual: English and French
• Proven leadership skills
• Technical background
• Ability to hire, motivate, coach and retain a diverse technical team
• Strong conflict resolution and problem solving skills
• Must have strong interpersonal skills
• Strong written, verbal, presentation communication skills and the ability to communicate effectively with coworkers, management, executives, other CDW departments, customers and vendor partners
• Adaptable, ability to lead through change
• Ability to utilize strategic thinking to fulfill long-term company goals
• Excellent time management skills in order to manage multiple projects and initiatives simultaneously
• Exceptional attention to detail and follow up skills
• Ability to share in-depth knowledge of CDW capabilities with customers
• Strong internal and external customer acumen, working with each customer at the highest levels of ethics and integrity

Preferred Qualifications

• ITIL Foundations
• Technical Services background
• Customer experience and/or 24x7 end-user support experience

CUSTOMER FOCUS AND QUALITY MANAGEMENT RESPONSIBILITIES:

Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system. Specific responsibilities include:

Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW's commitment to excellent client service and continual improvement and to conform to these policies and philosophies at all times During your orientation period, review with your supervisor as needed the quality procedures and operating instructions listed at CDWHOME/ISO9001 intranet site that apply to your specific assignment(s) within the scope of this job position. And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities. Report any client problem, or any service outage that may cause potential client problems to your supervisor. Communicate improvement ideas that you have regarding CDW service quality or client satisfaction per established means.

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do on behalf of CDW. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), and all policies and procedures relevant to your job responsibilities. Additionally, every coworker has a responsibility to ask questions when they are unsure of what those values, standards and policies require, and to take action if they believe someone else is not acting consistently with those values, standards and policies.

Additional information is available CoworkerNet, and confidential/anonymous assistance is available to coworkers through CDW Way Direct (our ethics helpline) at 877-7-CDW-WAY (877-723-9929) or www.cdw.ethicspoint.com.

FRENCH VERSION

En tant que gestionnaire, oprations rseau, vous tes responsable de la fourniture d'excellents services aux clients de CDW Managed Services. Vous dirigez l'quipe Exploitation rseau compose d'analystes et d'administrateurs. Il est essentiel de respecter ou de dpasser les indicateurs de performance cls et les contrats SLA grce un leadership efficace de l'quipe. La personne qui occupe ce poste est responsable en dernier ressort de la productivit de l'quipe et de l'exprience des clients et joue un rle de leader au sein de l'organisation des services. L'une des principales attentes de ce poste est de favoriser la collaboration interservices avec les quipes charges de l'architecture et des normes oprationnelles, de l'amlioration continue, de la gouvernance et de la conformit, de l'exploitation des services et de la scurit au sein de l'organisation des services. Cette personne doit avoir une forte prsence excutive et tre capable de dvelopper, de diriger et de mener les stratgies de ses quipes. Vos contributions auront un impact direct sur la croissance et la rtention des revenus rcurrents. En tant que leader chez CDW, vous tes responsable de crer une culture positive et une dynamique de carrire ascendante pour les collgues de votre organisation.

Principaux champs de responsabilit

Gestion oprationnelle :

• Responsable du recrutement, du rendement et du dveloppement des administrateurs et des analystes de systmes, y compris de la gestion des rendements, de l'encadrement et du dveloppement afin d'amliorer la prestation de services.
• Grer la rmunration de l'quipe et les rapports de rendement.
• Mettre en uvre et contribuer l'amlioration des procdures oprationnelles standard dans la gestion de l'activit de services
• Crer un environnement ax sur l'quipe qui rcompense le succs et soutient l'amlioration continue
• Communiquer efficacement en amont, en aval et au sein de l'organisation, selon les besoins.
• Favoriser la collaboration au sein de l'quipe dans divers domaines de pratique
• Rechercher la qualit et la cohrence dans la mthodologie de service et entre les collgues de l'quipe et la pratique dans son ensemble.
• S'assurer que les politiques, les procdures et le code de conduite de CDW sont respects
• Mener par l'exemple, crer une culture d'quipe qui incarne la philosophie CDW
• Passer en revue les tableaux de bord PowerBI et les rapports mensuels avec les donnes KPI et mener le changement en consquence.
• Participer aux procdures d'audit annuel pour ISO, NIST, SOCII et Protected B.

Gestion stratgique :

• Collaborer avec d'autres responsables des services grs sur les priorits de la feuille de route et les objectifs stratgiques de l'organisation
• S'assurer que les objectifs de l'quipe s'inscrivent dans la vision de CDW Mission Forward

Gestion financire :

• Stimuler la rentabilit des comptes clients grce l'efficacit et un flux de travail Shift-Left
• Approuver les calendriers mensuels de paiement des heures supplmentaires et sur demande pour les ressources techniques

Gestion des talents :

• Intgrer avec succs les nouveaux administrateurs et analystes
• Promouvoir la croissance personnelle continue et l'expansion des comptences au sein des quipes pour la progression de carrire et la rtention
• Planification de la relve entre les quipes en veillant ce que les meilleurs talents restent un avantage stratgique chez CDW Canada
• Motiver les quipes atteindre des objectifs ambitieux et des objectifs et rsultats cls (OKR) pour obtenir des rsultats commerciaux positifs

Gestion des clients/fournisseurs :

• Grer l'quipe pour assurer une exprience client suprieure pour chaque client
• S'engager activement et participer aux activits/runions avec les clients
• Aider l'quipe de vente dans les conversations avec les clients qui font la promotion de la marque CDW Managed Services.
• S'assurer que le fournisseur prend en charge la ralisation du contrat SLA et faire remonter si ncessaire
• tablir de manire proactive de solides relations d'affaires avec des clients et des partenaires stratgiques

Responsabilits

• Constituer, diriger et encadrer une quipe de ressources techniques et de responsables performants
• Servir de point d'escalade avec les clients pour assurer des temps de rponse aux incidents critiques
• S'assurer que les AS respectent ou dpassent toutes les normes d'activit pour les appels, les rendez-vous, les prsentations, les propositions et les cltures.
• Mener des activits d'encadrement et de conseil avec les leaders pour renforcer la motivation des quipes
• Assurer des niveaux levs de satisfaction de la clientle.
• laborer et maintenir des plans de prparation technique et commerciale. S'assurer que les meilleures pratiques, mthodologies et processus sont intgrs dans la prestation de services de toutes les solutions
• Grer le processus de production de rapports hebdomadaires, mensuels et trimestriels en utilisant les paramtres de ces rapports pour mieux grer l'entreprise
• Travailler de manire transversale pour soutenir les gestionnaires de la prestation de services et les gestionnaires russite client dans la fourniture de services et la relation client
• Faire preuve de la capacit tablir des relations solides et interagir et cooprer avec les collgues de CDW.
• Contrler les dpenses pour respecter les directives budgtaires
• Planifier une formation et un dveloppement professionnel appropris pour chaque membre de l'quipe, y compris les services, l'apprentissage technique et les comptences gnrales
• Organiser les ressources lors d'incidents critiques et des urgences
• Crer et examiner des plans de rendement avec les membres individuels de l'quipe en utilisant des critres mesurables et des contributions de sources pertinentes, y compris les pairs, les clients et les fournisseurs
• Grer les relations stratgiques avec les clients, les pairs et les partenaires fournisseurs
• Capacit voyager jusqu' 10 % du temps

Les informations contenues dans cette description de poste sont destines transmettre des informations sur les principales responsabilits et exigences du poste. Il ne s'agit pas d'une liste exhaustive des comptences, des efforts, des tches, des responsabilits ou des conditions de travail associs cette opportunit. Les responsabilits sont sujettes changement.

Qualifications

Qualifications minimales

Non-CDW :

• Minimum 3 ans d'exprience en leadership
• Historique de russite dans le domaine de l'exprience client
• Diplme associ ou quivalent, au minimum 2 ans

CDW :

• Au moins 3 ans d'exprience dans la gestion chez CDW avec des subordonns directs
• Diplme associ ou quivalent, au minimum 2 ans

Autres qualifications requises

• Bilingue : anglais et franais
• Comptences prouves en matire de leadership
• Exprience technique.
• Capacit embaucher, motiver, encadrer et retenir une quipe technique diversifie
• Solides comptences en rsolution de conflits et en rsolution de problmes
• Solides comptences interpersonnelles
• Solides comptences en communication crite, verbale et de prsentation et capacit communiquer efficacement avec les collgues, la direction, les cadres, les autres services au sein de CDW, les clients et les partenaires fournisseurs
• Adaptable, capacit mener travers le changement
• Capacit utiliser la rflexion stratgique pour atteindre les objectifs long terme de l'entreprise
• Excellentes comptences en gestion du temps afin de grer plusieurs projets et initiatives simultanment
• Une attention exceptionnelle aux dtails et des comptences de suivi
• Capacit partager une connaissance approfondie des capacits de CDW avec les clients
• Avoir un sens aigu de la clientle interne et externe, travailler avec chaque client en respectant les plus hauts niveaux d'thique et d'intgrit.

Qualifications souhaites

• Fondations ITIL
• Exprience en services techniques
• Exprience client et/ou exprience d'assistance aux utilisateurs finaux 24h/24 et 7j/7

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.