Technical Manager - Configuration Services

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.

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 Data centre 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 smoothly through the transition department with minimal delays.

Technical troubleshooting and issue resolution is completed at speed, and Root cause analysis completed.

• 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.

• 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…