Services Engagement Supervisor - Service Operations

The Engagement Supervisor provides a strategic partnership with assigned services management by operating their daily services business with precision and urgency. The incumbent in this role has a high degree of resourcefulness, is an excellent communicator, thrives in a fast paced and dynamic environment, and is process driven but flexible in approach.

Key Areas of Responsibility
  • Enable all aspects of Services by acting as a liaison between Services departments, Sales departments, CDW clients and our Trusted Partner Network in support of service delivery
  • Inspect and report on Sales pipeline in support of services forecast and resource fulfillment
  • Assist in Statement of Work review process to ensure compliance with CDW's standards
  • Sign and execute Statement of Work contracts for select projects
  • Provide full life-cycle Engagement Management for select customers and partners
  • Ensure all available revenue recognition is processed timely and accurately
  • Act as point of escalation to assist and/or resolve customer, sales or partner satisfaction issues

  • Provide timely and accurate system approvals
  • Initiate and approve financial documents for assigned customers or partners (invoices, credit memos, etc.)
  • Participate in tool and process improvement projects as requested
  • Communicate Services engagement methodology and other best practices to coworkers and partners as needed
  • Ensure that best practices are incorporated and shared
  • Support Services Operations vision, goals and strategies
  • Contribute to Services Operations team meetings and best practices

Minimum Qualifications
  • Bachelor's degree or equivalent experience required
  • 5 years' relevant professional experience or 3 years CDW experience

Other Required Qualifications
  • Provide forward thinking leadership at all times
  • Excellent written and verbal communication skills
  • Ability to excel in a dynamic and fast paced environment
  • Influential with others, tailoring communication to the needs of the target audience

Preferred Qualifications
  • Experience with Professional Services Automation tools
  • Experience implementing process improvement projects

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.