Service Delivery Manager

Description

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.

Job Summary

The Service Delivery Manager is responsible for the commercial, contractual, and operational governance of managed services across assigned customers, ensuring delivery aligns with agreed specifications, service quality standards, and business outcomes.

The role combines financial accountability, service performance management, and customer relationship leadership, while working collaboratively across internal teams to drive continuous improvement and deliver a high-quality customer experience.

• Ensure services are delivered in line with contractual scope, SLAs and customer expectations
• Maintain governance artefacts including service management plans, improvement plans, risks, and service documentation
• Lead service reviews, governance forums, and QBRs with actionable outputs
• Govern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controls
• Maintain visibility of contractual obligations, renewals, and service commitments
• Ensure compliance with audit and regulatory requirements

• Maintain awareness of cost-to-serve and service profitability across accounts
• Support accurate billing, consumption tracking, and revenue protection
• Identify risks, variances, and optimisation opportunities impacting service delivery
• Highlight and support service-led growth opportunities in collaboration with account teams
• Contribute to commercial positioning through strong stakeholder relationships

• Oversee service performance across Incident, Request, Change, and Problem Management
• Maintain visibility of service health, escalations, and operational risks
• Support critical incident management, post-incident reviews, and service recovery activity
• Drive proactive risk mitigation, stability improvement, and service optimisation
• Promote adherence to ITSM best practice while ensuring practical delivery outcomes

• Produce accurate, meaningful service reporting aligned to contractual and customer requirements
• Analyse operational performance data to identify trends, risks, and improvement opportunities
• Present clear insights and recommendations to customers and internal stakeholders
• Support informed decision-making through data-led service reviews

• Act as the primary point of contact and escalation for service-related matters
• Build trusted relationships through transparent, responsive, and outcome-focused engagement
• Provide clear communication during service disruptions and critical issues
• Act as a trusted advisor, aligning service delivery to customer objectives and priorities

• Coordinate internal teams to remove blockers and ensure aligned, timely service delivery
• Facilitate collaboration across operational, technical, and commercial teams
• Drive accountability and ownership across service delivery functions
• Promote a high-performance, collaborative culture focused on continuous improvement

• Identify and deliver service improvements, automation, and efficiency gains
• Maintain and track improvement initiatives via service improvement plans where required
• Provide feedback to improve internal…