Manager – Engineering, Managed Services

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

📋 Description

• Lead a team specializing in Managed Services Engineering that delivers services related to cloud, automation, observability, security, infrastructure, and managed operations.

• Take ownership of the complete service delivery and operational performance for designated government customer environments.

• Ensure adherence to contractual obligations, SLAs, SLOs, operational standards, and relevant government regulations.

• Implement service level agreements through operational frameworks, standard operating procedures, runbooks, service management practices, and governance methodologies.

• Promote ongoing enhancements across processes, tools, automation, service health, resilience, customer satisfaction, security, and team performance.

• Allocate engineering resources effectively to support, maintain, modernize, secure, and optimize cloud and hybrid technology services.

• Develop on-call and escalation procedures to ensure coverage, prompt responses, and operational continuity.

• Identify opportunities for automation to minimize manual tasks, enhance reliability, and boost scalability.

• Act as the product owner for designated cloud, hybrid infrastructure, automation, observability, and managed operations offerings.

• Advocate for the responsible adoption of AI and foster a culture of continuous learning as a leader.

⛳️ Requirements

• A Bachelor’s degree is required, accompanied by 7 years of experience, including at least 1 year in a managerial role, OR a total of 11 years of work experience with a minimum of 1 year in management.

• Previous experience in consulting, managed services, cloud operations, infrastructure operations, or engineering leadership is advantageous.

• Familiarity with ITIL-based process management, service delivery frameworks, operational governance, and continuous improvement is a plus.

• Proven ability to lead teams, achieve consensus, prioritize tasks, and drive measurable outcomes is desirable.

• Excellent written and verbal communication skills are preferred.

• Experience collaborating with enterprise technology vendors, cloud providers, managed service platforms, or service management tools is beneficial.

• Willingness to travel up to 25% as required is a plus.

• Knowledge of cloud, hybrid infrastructure, automation, observability, security, infrastructure, and managed operations services is expected.

• Comfort with exploring responsible AI adoption and related AI tools and practices is essential.

🏝️ Benefits

• Annual bonus target of 20% subject to the terms and conditions of the plan.

• Benefits available through the CDW benefits program.

• Flexible remote work arrangement.

• Opportunity to contribute to an AI-fluent organization and promote a culture of continuous learning.