Professional Services Manager

At CDW we make it happen together. Trust connection and commitment are at the heart of how we work together to deliver for our customers. Its why were coworkers not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed. Were proud to share our story and Make Amazing Happen at CDW.

TheSeniorProfessional ServicesManager(SPSM) is accountable for the overall success of servicesengagementswithin assigned segments and regions. This role involves collaborating with sales professionals sales leadership integrated tech and end-user clients to understand their businessobjectives leading service delivery teams and ensuring that services are delivered on time within scope and to the highest quality standards. TheSPSMplays a critical role in building long-term client relationships and driving revenue growth through upselling and cross-selling of servicescollaborates closely with sales teams to drive full lifecycle services sales contributes to forecasting support revenueobjectives and engages with customers at executive levels. The role also involves managing key accounts ensuring resource alignment with business goals tracking profitability andadvising onstrategic service proposals and customer trends.

A significant aspect of this role is cultivating strong relationships with clients and vendor partners educating stakeholders on service capabilities and managing large strategic customer programs. TheSPSMis also responsible for analyzing market changes to recommend innovative service offerings implementing best practices and driving process improvements to enhance service revenue and capability.

What you will do:

Client Relationship Management:

• Establish and maintain strong relationships with key stakeholders within CDW and clients.

• Understand client business objectives challenges and expectations to ensure alignment of services with their needs.

• Understand and participate in activities related to account planning.

• Execution and coordination of client business reviews.

Engagement Leadership:

• Assist in leading the end-to-end cycle of professional services engagements including consultation service design implementation integration management and support.

• Support in defining project scopes set timelines and ensuring that projects are executed efficiently and effectively.

• Multi-practice services engagement and resource alignment.

Team Mentorship and Development:

• Mentor a team of sales professionals pre-sales services consultants and project managers fostering a culture of collaboration accountability and continuous improvement.

• Conduct continuous improvement reviews and provide guidance to team members to enhance their skills in services sales and client satisfaction.

Service Design and Development:

• Collaborate with clients and pre-sales to design tailored service solutions that meet their specific needs and objectives.

• Provide support and ensure that service offerings are documented standardized and aligned with industry best practices.

• Work with delivery teams to optimize delivery mix for client success and profitability.

Performance Monitoring and Reporting:

• Provide support in establishing key performance indicators (KPIs) to measure engagement success and client satisfaction.

• Provide regular updates to internal stakeholders and clients on project status performance metrics and identified opportunities for improvement.

• Ensure client delivery consistency through services engagements.

• Conduct continuous improvement reviews and provide guidance to team members to enhance their skills in services sales and client satisfaction.

• Monitor AOR services financials and foster continuous improvement metrics.

Services Gross Profit Expansion:

• Understands billable utilization targets and assists in driving CDW first delivery.

• Ensure profitability through refinement of CDW badges and third-party partner delivery mix in pre-sales function.

Risk Management:

• Proactively identify potential risks associated with service delivery and develop mitigation strategies to address them.

• Manage escalations and resolve issues that may impact project success or client satisfaction.

• Upsell and Cross-Sell Opportunities:

• Identify opportunities for upselling and cross-selling additional services within existing accounts.

• Collaborate with sales teams to propose solutions that enhance client value and drive revenue growth.

What we expect from you:

• Bachelors degree or equivalent experience and 7 years of consultative professional services sales and delivery with a proven track record of managing large-scale projects and client engagements. Or 11 years of consultative professional services sales and delivery experience

• Consulting Consultative Sales or Project Management experience with large enterprise cross-brand projects including 5 years hands-on experience with one or more ITS domains

• Demonstrated experience leading advanced and complex technology projects in support of business initiatives.

• Proven ability to understand clients business challenges build trusted advisor relationships and lead business and strategy discussions with clients influencing client decisions.

• Ability to engage in difficult conversations with pre-sales project teams and clients on issues risks and escalations up to and including executive conversations.

• Develop longer-range project plans and schedules to complete complex projects or new solution/product development.

• Previous experience in a leadership role managing cross-functional teams and driving performance is preferred.

• PMP and Sales Accreditations preferred.

• Consulting experience with Fortune 500 clients preferred.

• Strong interpersonal and communication skills with the ability to build relationships at all levels of the organization and with clients.

• Ability to manage multiple priorities and deliver results in a fast-paced environment.

• Strategic thinking and problem-solving abilities with a focus on driving client success and business growth.

• Ability to exert influence through peer leadership.

• Willingness to travel up to 25% or as needed.

CDW is committed to being an AI-fluent organization

Were looking for people who bring curiosity a learners mindset and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner openness to experimentation and a shared interest in learning together on AI. Our goal is to create a culture where AI enhancesnot replaceshuman creativity and decision-making. You dont need to be an expert today; what matters is your readiness to explore adapt and grow with us as we integrate AI responsibly and effectively into our work.

Additionally CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants. During our application process our goal is to understand your experience strengths skills and qualifications. As an AI forward company we see AI not just as a tool but as a catalyst for new ways of thinking creating and communicating. We encourage candidates to embrace an AI mindset one thats curious adaptive and ready to explore whats possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story while ensuring your application remains rooted in your own background judgment and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses government education and healthcare organizations achieve whats possible through technology. What makes CDW different isnt just what we doits how we do it. At CDW we act as onebuilding trust speaking candidly and working together to achieve more. We play to winfocusing on what matters most and delivering for our customers. And we think forwardstaying curious moving fast and continuously learning. We believe meaningful work happens when people feel supported heard and empowered to contribute. Thats why we think of ourselves as coworkers not just employeesworking together to solve complex challenges and deliver real impact for our customers and communities.

As a fullstack fulllifecycle technology partner CDW brings deep expertise strong relationships and broad industry knowledge to help turn ideas into outcomes. When you join CDW you become part of a collaborative environment where your work matters your growth is supported and your contributions help shape whats next.

Together we deliver the full promise of what technology can do. Together we Make Amazing Happen.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.