Professional Services Manager

Role Overview

The Senior Professional Services Manager (SPSM) is accountable for the overall success of services engagements within assigned segments and regions. The role involves collaborating with sales professionals, sales leadership, integrated technology partners and end‑user clients to understand business objectives, leading service delivery teams, and ensuring services are delivered on time, within scope and to the highest quality standards. The SPSM builds long‑term client relationships, drives revenue growth through upselling and cross‑selling, supports forecasting, manages key accounts, tracks profitability, advises on strategic service proposals and monitors customer trends.

• Client Relationship Management – Establish and maintain strong relationships with key stakeholders within CDW and clients; understand client business objectives and challenges; participate in account planning and execute client business reviews.
• Engagement Leadership – Assist in leading the end‑to‑end cycle of professional services engagements, including consultation, service design, implementation, integration, management and support; define project scopes, set timelines and ensure efficient execution; align multi‑practice services and resources.
• Team Mentorship and Development – Mentor sales professionals, pre‑sales services consultants and project managers; foster collaboration, accountability and continuous improvement; provide guidance to enhance services sales skills and client satisfaction.
• Service Design and Development – Collaborate with clients and pre‑sales to design tailored service solutions; ensure service offerings are documented, standardized and aligned with industry best practices; work with delivery teams to optimize the delivery mix for client success and profitability.
• Performance Monitoring and Reporting – Establish key performance indicators (KPIs) to measure engagement success and client satisfaction; provide regular updates to internal stakeholders and clients on project status, metrics and improvement opportunities; monitor AOR services financials and continuous improvement metrics.
• Services Gross Profit Expansion – Understand billable utilization targets; drive first‑delivery profitability through refinement of delivery mix and partner engagement; ensure profitability via third‑party partner delivery mix in pre‑sales.
• Risk Management – Proactively identify potential risks associated with service delivery; develop mitigation strategies; manage escalations and resolve issues impacting project success or client satisfaction.
• Upsell and Cross‑Sell Opportunities – Identify opportunities for upselling and cross‑selling additional services within existing accounts; collaborate with sales teams to propose solutions that enhance client value and drive revenue growth.

• Bachelor’s degree or equivalent experience.
• 7 years of consultative professional services sales and delivery experience, or 11 years of consultative professional services sales and delivery experience.
• Consulting, consultative sales or project management experience with large enterprise cross‑brand projects, including 5 years hands‑on experience with one or more ITS domains.
• Demonstrated experience leading advanced and complex technology projects in support of business initiatives.
• Proven ability to understand clients’ business challenges, build trusted advisor relationships and lead business and strategy discussions with clients.
• Ability to engage in difficult conversations with pre‑sales, project teams and clients on issues, risks and escalations, including executive conversations.
• Experience developing longer‑range project plans and schedules to complete complex projects or new solution/product development.
• Previous experience in a leadership role, managing cross‑functional teams and driving performance.
• PMP and sales accreditations preferred.
• Consulting experience with Fortune
  500 clients preferred.
• Strong interpersonal and communication skills; ability to build relationships at all levels of the organization and with clients.
• Ability to manage multiple priorities and deliver results in a fast‑paced environment.
• Strategic thinking and problem‑solving abilities focused on client success and business growth.
• Willingness to travel up to 25% as needed.

Pay range: $151,350 – $277,000 depending on experience and skill set. Annual bonus target of 25% subject to terms and conditions of the plan. Benefit overview is available at the company's benefits information portal.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.