Senior Manager, Service Delivery – Education

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

📋 Description

• Lead, nurture, and mentor Managers and their teams across various functions, including technical, consulting, adoption, and service delivery.

• Own the strategy, performance, and scalability of service delivery, onboarding, support, and engagement operations across a diverse service portfolio.

• Establish and implement operational frameworks, best practices, and governance models to ensure consistency and efficiency at scale.

• Act as the executive escalation point for significant, complex customer and operational challenges.

• Define, execute, and continually enhance service delivery processes, workflows, and standards.

• Oversee capacity planning, workforce strategy, and management of the service pipeline.

• Define and oversee KPIs and success metrics pertaining to service quality, customer experience, and operational performance.

• Collaborate with senior leaders across Sales, Customer Success, Product, Engineering, and Delivery.

• Drive the launch, adoption, and scaling of new Amplified services programs.

• Identify avenues for innovation, automation, and ongoing improvement.

• Contribute to budgeting, forecasting, and resource planning activities.

• Champion CDW’s vision of evolving into an AI-fluent organization and guide responsible AI adoption.

⛳️ Requirements

• Bachelor’s degree combined with over 10 years of experience in delivering technical solutions, including planning, development, implementation, and support, or 14+ years of equivalent experience.

• Over 5 years of leadership experience, managing Managers or multiple teams.

• Proven success in leading large-scale, customer-facing or service delivery organizations.

• Strong strategic thinking capabilities with the ability to translate business objectives into operational execution.

• In-depth understanding of service delivery, onboarding, and support models at scale.

• Ability to navigate complexity, influence across organizations, and foster alignment at senior levels.

• Strong technical proficiency with the capability to guide the resolution of highly complex issues.

• Exceptional financial, analytical, and decision-making abilities.

• Experience with cloud-based platforms, SaaS, or IT services is a plus.

• Excellent executive communication and stakeholder management skills.

• An MBA or advanced degree in a relevant field is a plus.

• Comfortable exploring how AI can improve strategy, decision-making, and team performance.

• Must be eligible to work in the United States.

🏝️ Benefits

• Annual bonus target of 15% subject to the terms and conditions of the plan.

• Benefits overview can be found at https://cdw.benefit-info.com/.

• Remote work arrangement available.

• Equitable, transparent, and respectful hiring process.

• Supportive, collaborative environment that fosters growth.