Note: The job is a remote job and is open to candidates in USA. CDW is a technology solutions provider serving business, government, education, and healthcare organizations. The Managed Services Engineering Manager leads a mainframe engineering team, oversees service delivery and product ownership, manages customer satisfaction and operational performance, and drives process improvement, staffing, budgeting, and partner relationships.
Responsibilities
- Customer Satisfaction: Understand customer environments and business needs
- Meet periodically with customers through sales opportunities, quarterly reviews, and especially during support issues
- Track, monitor and report Customer Satisfaction Performance Measures, including Customer Satisfaction Surveys
- Leadership and Management: Managing workload; prioritizing and assigning resources. Includes review Service Desk queues and related reports
- Serve as a primary point of contact for the collaboration of strategic and tactical plans for the current and future development of the technologies assigned to their specific technology
- Time reporting and related analysis
- Hiring staff
- Building and motivating effective teams
- Delegating responsibilities to appropriate team members
- Performance management: Consistent feedback, both positive and negative Assessment, both subjective and objective coaching/mentoring Individual Development Planning (career path, improvement opportunities, training)
- Maintaining the On-call schedule
- Work closely with peers to achieve company, department and personal goals
- Willing to take calculated risks to meet customer needs and department goals
- Process Management: Oversee the development, maintenance, and performance of the problem, change and work order processes
- Deliver Operational Framework and Standard Operating Procedures to staff and ensure adherence through Quality Assurance process
- Review Operational Framework and Standard Operating Procedures on an on-going basis to identify process and organizational structure gaps
- Continuous Service Improvement utilizing using key metrics
- Communication: Regular staff interaction, both written and face-to-face
- Customer interaction, both written and face-to-face
- Work collaboratively with other groups and managers to successfully manage customer expectations and environments
- Financial: Manage operational costs, plan, and budget
Skills
- Bachelor's Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience
- Previous consulting leadership experience required
- Process management and improvement
- Experience in ITIL
- Experience managing mainframe environments, including IBM CICS, DB2, MQ, IDMS and related tools
- Understanding of mainframe capacity planning, performance tuning, and workload automation
- Ability to lead teams; gain consensus
- Ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
- Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
- Proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
- Ability to identify and creatively resolve client, project and people issues
- Proven negotiation skills
- Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
- Experience working with vendors and business partners
- Ability to lead and manage to ensure attainment of critical results
- Ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
- Ability to act as a trusted advisor in a strategic partnership
- Able and willing to travel up to 25% or as needed to other CDW locations, meetings or client sites
- Ability to multi-task, organize and prioritize
- Ability to travel as needed
- Experience managing IBM z/OS, z/VM, ISV, RACF, is a plus
Benefits
- Annual bonus target of 20% subject to terms and conditions of plan
- Individual Development Planning (career path, improvement opportunities, training)
- Collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next
Company Overview
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