Manager, Engineering, Managed Services – Mainframe

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

📋 Description

• Lead a dedicated Managed Services Engineering Team to meet financial, operational, customer satisfaction, and coworker objectives.

• Provide one or more services while acting as the product owner for those offerings.

• Ensure engineering teams are aligned with the overarching Services strategy.

• Establish and nurture relationships with product development, professional services, sales, customers, and key partners such as Cisco, IBM, Microsoft, and VMware.

• Implement customer service level agreements utilizing operational frameworks and standard operating procedures.

• Propel continuous service enhancement through process and staff management, performance evaluation, and key metrics.

• Allocate engineering resources to maintain, support, and optimize designated technology areas.

• Engage with customers during sales opportunities, quarterly reviews, and support matters.

• Monitor, track, and report on customer satisfaction performance metrics and survey results.

• Manage workload, prioritize and assign resources, and review Service Desk queues and reports.

• Coordinate both strategic and tactical plans for ongoing and future technology development.

• Conduct time reporting and related analyses.

• Recruit staff, foster and motivate teams, delegate tasks, and oversee performance.

• Offer feedback, assessments, coaching, mentoring, and individual development planning.

• Maintain the on-call schedule.

• Collaborate with peers and other groups to manage customer expectations and environments.

• Supervise problem, change, and work order processes.

• Implement and uphold operational frameworks and standard operating procedures through quality assurance.

• Review processes and organizational structures to pinpoint gaps.

• Manage operational costs, planning, and budgets.

⛳️ Requirements

• Bachelor's Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience.

• Previous experience in consulting leadership is essential.

• Experience in process management and improvement.

• Familiarity with ITIL is required.

• Experience managing mainframe environments, including IBM CICS, DB2, MQ, IDMS, and associated tools.

• Knowledge of mainframe capacity planning, performance tuning, and workload automation.

• Proven ability to lead teams and achieve consensus.

• Strong oral and written communication skills.

• Capacity to manage multiple priorities and adapt to evolving business needs while meeting deadlines.

• Demonstrated ability to collaborate proactively, cultivate relationships, take initiative, and solve problems creatively.

• Skilled in identifying and addressing client, project, and personnel issues.

• Proven negotiation abilities.

• Familiarity with products and services from IBM, Cisco, Microsoft, HP, or Dell.

• Experience working alongside vendors and business partners.

• Capability to lead and manage to achieve critical results.

• Proficiency in computing, analyzing, and interpreting complex statistical data for reporting and forecasting.

• Ability to serve as a trusted advisor in a strategic partnership.

• Willingness to travel up to 25% or as needed to other CDW locations, meetings, or client sites.

• Strong organizational skills and the ability to multi-task.

• Experience managing IBM z/OS, z/VM, ISV, and RACF is advantageous.

• Willingness to travel as necessary.

🏝️ Benefits

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

• Benefits overview available at https://cdw.benefit-info.com/.

• Flexible remote work arrangement.

• Opportunity to thrive in a collaborative environment.

• Support for professional growth and development.

• Up to 25% travel as necessary to other CDW locations, meetings, or client sites.