ServiceNow Delivery Manager - Digital Velocity

CDW

About The Position

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 Digital Velocity ServiceNow 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 DV Delivery Manager is accountable for effective and efficient day-to-day Professional Services operations, and for driving alignment with the Sales team and Solutions team. This role is focused on leading Advanced Technology Services Teams to achieve finance, operations, client, and coworker targets.

Requirements

Bachelor’s degree and 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.
1+ year managerial experience.
2+ years’ experience with ServiceNow project implementations.
Ability to lead teams, gain consensus, and ensure attainment of critical results.
Ability to identify and creatively resolve client, project and people issues.
Proven negotiation skills.
Experience working with vendors and business partners.
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.
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 new technologies with ability to determine benefits for clients.

Responsibilities

Build and maintain strong technology relationships with key partner 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 members’ 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.
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 a 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.
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, while also providing leadership and support for these teams.
Accelerate the professional and technical development of coworkers through coaching and training.