Delivery Manager – Customer Experience, UC, Contact Center, Endpoint Management, AI

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and oversee operational management for Professional Services delivery within a designated region.

• Collaborate with Sales, Solution Architects, and Services teams to ensure effective execution of delivery, achieve robust client results, and meet financial and operational objectives.

• Utilize business insights to contribute to the goals of the department.

• Work alongside cross-functional teams to reach organizational and delivery objectives.

• Foster and sustain relationships with technology partners, CDW account managers, regional managers, architects, and engineers.

• Collaborate with Sales, Solution Architects, Services teams, and leadership to enhance financial performance of services.

• Oversee team performance, including both professional and technical development, through coaching and training while balancing utilization and profitability.

• Ensure team members are aware of their roles and adhere to service-delivery best practices across various solutions and locations.

• Serve as the escalation point for performance or client satisfaction issues within the team.

• Establish and maintain a Trusted Partner Network to enhance engineering capacity and capabilities.

• Engage in client interactions, including sales discussions, service estimates, and strategic planning with executive-level stakeholders.

• Execute approximately 15% of billable work focused on strategic project oversight, customer design or strategy evaluations, and comparable activities rather than direct configuration.

• Advocate for CDW’s vision of becoming an AI-fluent organization and facilitate responsible AI adoption and ongoing learning.

⛳️ Requirements

• A Bachelor’s degree is required along with 7 years of experience in delivering large-scale, enterprise-class technical solutions encompassing planning, development, implementation, and support, OR 11 years of relevant work experience in delivering similar solutions, including at least 1 year of managerial experience.

• Exceptional written, presentation, and verbal communication abilities.

• Experience in presenting technology solutions from a business-oriented viewpoint.

• Capability to engage effectively across various levels, functions, cultures, and regions while establishing strong relationships.

• Demonstrated ability to effectively resolve client, project, and personnel challenges.

• Ability to remain calm and effective in situations characterized by change, ambiguity, and risk.

• Strong skills in prioritization and multitasking in high-paced environments.

• Experience in developing long-term project plans and schedules for complex initiatives.

• Ability to apply lessons learned and adapt to emerging technologies.

• Relevant ecosystem experience may involve Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad.

• Possession of a valid U.S. driver’s license.

• Willingness and ability to travel as necessary to CDW or client locations.

• Openness to exploring how AI can enhance strategy, decision-making, and overall team performance.

🏝️ Benefits

• Annual bonus target of 25% subject to the terms and conditions of the plan.

• Benefits overview provided by CDW.

• Salary ranges may be influenced by geographic differentials.

• Willingness and ability to travel as necessary to CDW or client locations.

• Opportunities for professional and technical development through coaching and training.

• Supportive and collaborative work environment.

• Commitment to equal opportunity employment.