The Service Delivery Manager leads Professional Services operations, collaborating with sales and teams to drive financial results and client satisfaction.
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. Job Summary 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
What you will do:
• Build and maintain strong technology relationships with key partner marketing technology and Adobe Experience solution representatives to ensure CDW is top of mind. Expand these relationships to CDW account managers, regional managers, architects and engineers. • 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, while providing a strategic advisory perspective that furthers trust and goal-attainment for our customers. • 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
What we expect of you:
• 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. Acts with diplomacy and tact. Builds constructive relationships with people both similar and different to self. • 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. About us 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 committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender, sexual orientation, gender identity, citizenship status, protected veteran status or any other characteristic protected by law.
* Pay range:
* $121
* 450 - $145
* 720, depending on experience and skill set
* Benefits overview:
* https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* 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.
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. Job Summary 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
What you will do:
• Build and maintain strong technology relationships with key partner marketing technology and Adobe Experience solution representatives to ensure CDW is top of mind. Expand these relationships to CDW account managers, regional managers, architects and engineers. • 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, while providing a strategic advisory perspective that furthers trust and goal-attainment for our customers. • 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
What we expect of you:
• 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. Acts with diplomacy and tact. Builds constructive relationships with people both similar and different to self. • 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. About us 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 committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender, sexual orientation, gender identity, citizenship status, protected veteran status or any other characteristic protected by law.
* Pay range:
* $121
* 450 - $145
* 720, depending on experience and skill set
* Benefits overview:
* https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* 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.
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