Technical Manager - Configuration Services at CDW · Rugby

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.

ROLE PURPOSE

To lead, drive and develop multiple technical areas of CDW’s Configuration services team

To be the forward looking technical leader, identifying opportunities for new and improved services and service delivery techniques

To provide a Technical voice for CDW UK&I Configuration services into the wider business, including collaboration with our US Configuration teams

Responsible for process and productivity within the relevant teams. Ensuring SLAs are met, KPIs are used effectively to drive data led decision making and performance is effectively managed

To support an excellent onboarding experience for all Sellers and customers

Responsible for engagement throughout the team, being proactive with delivering CDW’s Leadership Model and encouraging the CDW Way code of conduct through all practices.

WHAT SUCCESS LOOKS LIKE

• Our configuration services remain at the forefront of CDW’s value added services and offer relevant services that bring value back to customers
• An overall excellent customer experience from our Configuration services
• High utilisation of the CDW Datacentre pre staging facility and the technical teams supporting it
• Our Configuration services utilise automation wherever possible, maximizing on skills and tools that provide high levels of productivity, enabling high value services at competitive price points
• Process and device testing passes smoothy through the transition department with minimal delays
• Technical troubleshooting and issue resolution is completed at speed, and Root cause analysis completed

ROLE RESPONSIBILITIES

• Identify new technologies and how to ensure we can support customers configuration requirements with the creation of packaged and bespoke services.
• Lead a team of technical configuration specialists
• Support the continuous improvement of the department by ensuring we have a mature model that includes clear documented processes and service descriptions that are regularly reviewed
• Drive the use of automation techniques including scripting, AI, RPA and other technologies that can increase productivity and accuracy
• Work with the Professional Services teams to attach Configuration services to sales and drive more technical engagements and pre-staging opportunities.
• Promote the Configuration department within the wider business, and be an ambassador of the department.
• Work closely with coworkers from various technical disciplines across various departments to plan delivery approaches and problem solve
• Manage the recruitment, training, performance, development and promotion of the technical delivery team
• Work alongside Corporate Technology teams to ensure Networks, Infrastructure, systems and tools, meet the demands of the services we provide
• Capacity planning and reporting, ensuring workloads are managed and justifications for additional resources are backed with data
• Work collaboratively with internal and external customers, ensuring all requirements are understood, translated, documented and transitioned into work packages
• Work alongside Break-Fix (repair/refurbish) delivery teams to ensure post repair Configuration requirements can be met
• Support the creation of clear Statements of work for service delivery
• Look forwards into the Technology industry to identify new services and changes in vendor behaviours that could require changes in approach
• Support the effective productisation of Configuration services and ensure frameworks are adhered to and amended where necessary
• Ensure configuration services and those who deliver them are highly security focused

KNOWLEDGE, SKILLS AND EXPERIENCE

Required Experience:

• Strong background knowledge of networking, security, and cloud computing.
• Significant experience in configuration and testing of IT products and solutions, preferably in an IT reseller environment.
• Enthusiastic about technology, eager to learn and share knowledge within the team.
• Proven track record of delivering change and driving technical efforts to benefit customers with extensive experience of agile delivery techniques and methodologies
• Experienced in leading through change and driving excellence through motivating and engaging teams, using performance management tools and procedures to ensure team members share in departmental success
• Experience working alongside Coworker success teams (HR, Payroll, Talent Acquisition etc..)
• Experience producing and analysing performance KPIs
• Experience of working to challenging deadlines

Key Skills:

• CCNA/CCNP or proven to work at required level.
• Other languages, such as C#, PowerShell
• ITIL v4 foundation or above
• Excellent Microsoft Office skills (Excel, word, PowerPoint)
• Excellent communication skills
• Excellent motivator
• Self-Motivated and proactive
• Attention to detail
• Skilled at managing competing priorities in fast-paced environments.
• Must have excellent written and verbal English skills

Key competencies:

• Technology Proficiency – Competent and experienced in technologies that support Configuration service delivery (SCCM, Autopilot, Networking, Server, Storage etc…)
• Leadership & Team Management – Proven ability to motivate and develop a team to achieve performance goals.
• Operational Efficiency – Skilled in optimising workflows, managing resources, and improving throughput while maintaining high standards.
• Relationship building – Able to build relationships with other technical teams and non technical teams across the business, fostering trust and loyalty.
• Active listening - Actively listens to customer needs, demonstrating empathy and understanding, providing tailored solutions to meet those needs wherever possible
• Clear communication - Communicates clearly and effectively, ensuring that stakeholders are well-informed and their expectations are managed.
• Role Model - Represents the organization professionally, embodying its values and commitment to customer satisfaction.
• Problem-Solving & Decision-Making – Ability to quickly assess situations, troubleshoot issues, be agile and implement effective solutions.
• Communication – Clear and professional communication with team members, stakeholders, and customers.
• Continuous Improvement Mindset – Familiarity with Lean or Six Sigma methodologies to drive process improvement initiatives. Applies same mindset to own development.
• Industry focused - Stays informed about industry trends and developments to remain competitive and relevant in the field.

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.