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Manager - Managed Modern Workspace Services

2 months ago

Toronto, Canada CDW Full time

As the Manager of **Managed Modern Workspace Services **you will play a key role and act as a major contributor towards CDW developing its vision for the Managed Modern Workspace Program. This role, while reporting to the Head of Managed Modern Workspace Services, will form part of a broader team that is focused on developing services around Service Desk, Field Services, Deskside Support, Device Configuration, as well as Modern Device Management Services.

Also, you should possess a balanced background as it relates to designing services that are focused on improving and enhancing end-user experiences, as well as emerging technology trends. While possessing a solid background in building and managing teams, additional requirements will focus on supporting and building out partner alliance relationships that will form part of CDW's current/future service capabilities. The role will initially require flexibility and support of various needs within the initial phase of the program, including the research and development of financial business cases as service capabilities are being considered/reviewed as part of the overall Managed Modern Workspace Program.

Our mission is to be the best and most collaborative Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment. Together, we can advance Modern Workspace Services and your career like nowhere else.

**What you'll do**

***

**Responsibilities**:

- Key role in assisting in the development and operationalization of services such as Device Configuration, Service Repair, Field Services, Deskside Support Services, Technology Café, Device as a Service, Modern Device Management and other services as agreed with CDW Leadership
- Collaborate closely with various internal stakeholders ranging from Service Portfolio Management, Practice Leadership, Service Delivery, Supply Chain Management, etc.
- Participate in ongoing Monthly reviews that form part of departmental operations KPI's, as well as financials results (P&L) with senior leadership.
- Partner Alliance Management as part of service strategy and development
- Engage in client facing discussions to propose suitable solutions and approaches as they relate to opportunity developments.
- As the team structure develops take on management functions, including maintaining ongoing workforce requirements and planning, team rewards and recognition, ongoing technical skills and performance management.
- Review and approve HR administration tasks including vacation, sick leave, overtime and internal expenses.
- Ongoing training and career path development of department staff, developing training plans to align with technology and client requirements are met.
- Function as both a team player and leader to motivate, direct and guide daily activities as they relate to direct reports.
- Work closely with the CDW Sales teams, purchasing and other teams as required to ensure processes are aligned and functioning optimally.
- Long-term focus on developing ISO Quality Management System Compliancy (process, documentation, governance, training and continuous improvement) to achieve official certification where applicable.
- Other tasks and duties as discussed and agreed with your manager.

**What you need to succeed**

**Must-have**
- 5+ years of experience in a hands-on technical role related to end-user technologies and services.
- 5+ years of experience in a managerial role managing large teams with direct reports.
- A Computer Science degree or equivalent work experience
- Business Case Development and strong financial P&L management
- Experience performing needs assessments, analyzing results and developing plans to drive expected outcomes and achievements.
- Project management and planning capabilities to ensure that initiatives and assignments can be delivered as required and forecasted.
- Strong understanding of process and service engineering to optimize workflows and business processes.
- Ability to work collaboratively and effectively in a team environment and demonstrate strong problem-solving skills.
- Ability to multi-task and work effectively in a multi-client environment.
- Solid organizational, interpersonal, and communication skills (oral, written and presentation)
- Exceptional customer service and interpersonal skills, with a focus on rapport-building

**Nice-to-have**
- Bilingual (English & French)
- Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
- Knowledge and experience with current government and industry standards such as NIST CSF, ISO27001, PCI and other related standards
- Experience managing knowledge of client environments and procedure

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