CDW Looking for Cloud Manager, Coordination and Logistics at Madison, WI  Full Time

The Cloud Manager, Coordination and Logistics is responsible for delivering and continuously improving our Managed Services related to Cloud, delighting our clients with the experience of Managed Services in this arena. The Coordination and Logistics Manager has responsibility for engineering resources that support our Cloud managed service offerings. In addition, the Coordination and Logistics Manager and engineering team are tightly integrated with product development in an effort to extend and improve offerings tied to Cloud managed services.

Demonstrate focus in leading the Cloud Coordination and Logistics Team to achieve financial, operations, customer satisfaction and coworker targets. The role includes but is not limited to: Understand and align the engineering team to ensure overall Services strategy is implemented through Services teams, which includes building and maintaining key relationships with product development, professional services and sales. Executing on customer service level agreements by utilizing our operational framework and standard operating procedures to meet/exceed overall customer satisfaction. Continuous Service Improvement: includes both process and staff management, using both objective and subjective methods. Includes performance management. Allocating engineering resources to provide technical services to maintain support and optimize customer networks, unified communication environments and security environments. Establish and cultivate a solid working relationship with customers through sales opportunities, quartly reviews, and especially during support issues. Build and maintain strong relationships with key partner representatives (AWS, GCP, Microsoft).

Key Areas of Responsibility

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.
• 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’s expectations and environments.

Financial:

• Manage operational costs.

Basic Qualifications

• BS in Telecommunications, Computer Science, Engineering or related discipline, or an equivalent combination of education and experience.
• At least three (3) years’ experience business process management and improvement
• At least three (3) years leadership experience

Required Qualifications

• Demonstrated ability to lead teams, gain consensus and attain critical results
• Demonstrated ability to build strong internal and external relationships
• Demonstrated ability to solve complex problems
• Demonstrated ability to communicate effectively and concise both orally and written using a variety of styles and techniques appropriate to the audience
• Demonstrated ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
• Demonstrated ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
• Demonstrated ability to identify and creatively resolve client, project and people issues
• Proven negotiation skills
• Experience working with branch vendors and business partners
• Demonstrated ability to compute, analyze and interpret complex statistical data for reporting purposes and/or to develop forecasts
• Demonstrated ability to act as a trusted advisor in a strategic partnership
• Able and willing to travel up to 10% or as needed to other CDW locations, meetings or client sites

Preferred Qualifications

• ITIL
• Lean Six Sigma

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.

CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.