Manager, ServiceNow Solutions Managed Services & Talent Expa…

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Company: CDW
Location: Rockford, IL 61101

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As a member of our ServiceNow Solutions organization, this dual role has two primary objectives:
  • Lead the implementation of our Managed Services solution to our clients
  • Lead the expansion of talent within the ServiceNow Solutions practice
This position is responsible for ensuring the support and solutions provided to CDW customers meets our “plus one” promise and leads to referenceable accounts and strong customer satisfaction.

This role ensures the work of delivered adds value, is relevant to the strategy of the organization, and meets the goals set by executive management.

Key Areas of Responsibility
  • Be proactive. Identify and recommend creative ideas to improve business operations
  • Be a thought-leader and influencer. Establish a culture that continuously strives towards best practice and excellence
  • Drive Results. Ensure team is consistent in their user of good development and solution architecture practices
  • Mentor and coach. Set performance targets, ensure each team member is enabled to deliver against those targets, provide appropriate guidance, and deliver ongoing and honest feedback through both formal and informal channels
  • Strive for simple. Using the Pareto Principle, look for the least complex method to solve issues and tasks then break down objectives into appropriate initiatives and actions for staff to accomplish
  • Ensure all time is recorded accurately and keep calendar up to date with scheduled activities
  • Other duties and responsibilities as assigned
  • Managed Services Responsibilities:
    • Plan the future. Define, implement, and support the implementation of CDW’s Managed Services solution, processes, methods, tools, guidelines and standards that are in line with ITIL and/or industry best practices and establish a stable framework that supports the team and ensures ongoing success for our customers
    • Support the team responsible for the day-to-day operations of Managed Services and ensure appropriate coverage exists for the hours negotiated in the contract (including on-call duties for after-hours support)
    • Accountable for overall client satisfaction
    • Assist Sales in driving their Managed Services opportunities forward in the sales cycle
    • Be a trusted advisor. Partner with business leaders to understand their operational issues and opportunities (business processes), and create solutions to scale business operations and ensure compliance; be a knowledgeable and reliable escalation point for your team
  • Talent Expansion Responsibilities:
    • Build and implement a scalable Associate Consulting Engineering (ACE) program for the ServiceNow Solutions practice
    • Work with Delivery managers to build and implement a talent strategy to support the growth of other roles within the ServiceNow Solutions practice
    • Design ongoing curriculums for enhanced consulting and technical capabilities
    • Assist with onboarding and new hire activities


Qualifications

Education and/or Experience Qualifications
  • Degree or equivalent, preferably in Computer Science or Information Technology
  • 5+ years working on the ServiceNow platform
  • 2+ years proven leadership experience in managed services, technical consulting, or related field

Required Qualifications
  • Knowledge of ITIL, minimum Foundation level, ideally higher
  • Know how businesses work and how organizations make money
  • Experience with a fast-paced project execution environment; mix of Agile and Waterfall
  • Deal constructively with problems that do not have clear solutions or outcomes and make sound decisions even in the absence of complete information
  • Effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles or position levels
  • Pick up on situational cues and adjust in the moment
  • Act with a clear sense of ownership and take personal responsibility for decisions, actions, and failures without being defensive
  • Grow from hardships and negative experiences
  • Excellent verbal and written communication skills and an engaging personality. A proven ability to effectively interface with a diverse range of roles
  • Strong leadership skills; ability to influence, guide and convince; has a history of being a thought-leader who people follow and admire
  • Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”
Preferred Qualifications
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow Certified Implementation Specialist for ITSM (CIS-ITSM)
  • ServiceNow Pre-Sales Accreditations in all product lines