Delivery Manager - Customer Experience (UC, Contact Center, Endpoint Mgmt, AI)

CDW is hiring a Delivery Manager – Customer Experience to lead and oversee Professional Services delivery within an assigned region. The role partners with Sales, architecture, and services teams to achieve strong client outcomes and financial and operational goals.

Responsibilities:

• Apply understanding of the business and contribute to departmental objectives
• Collaborate with cross-functional teams to achieve organizational and delivery goals
• Build and maintain strong relationships with technology partners, CDW account managers, regional managers, architects, and engineers to drive services success
• Collaborate with Sales, Solution Architects, Services teams, and leadership to maximize services financial performance
• Manage team performance, including professional and technical development, through coaching and training aligned to current and future client demands while balancing utilization and profitability
• Ensure team members understand roles and follow best practices in service delivery across solutions and geographies
• Act as escalation point for issues related to team performance or client satisfaction
• Build and maintain a Trusted Partner Network to augment engineering capacity and capabilities
• Participate in client engagements including sales calls, service estimates, and strategic planning with executive-level stakeholders

Requirements:

• Bachelor's degree required and 7 years of experience delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support OR, 11 years of work experience required delivering large scale, enterprise-class technical solutions including planning, development, implementation, and support, including 1+ year of managerial experience
• Excellent written, presentation, and verbal communication skills with experience presenting technology recommendations from a business perspective
• Demonstrated ability to engage across levels, functions, cultures, and geographies while building strong relationships
• Proven ability to resolve client, project, and personnel challenges effectively
• Ability to operate calmly and effectively in situations involving change, ambiguity, and risk
• Strong prioritization and multitasking skills in fast-paced environments
• Experience developing long-range project plans and schedules for complex initiatives
• Demonstrated ability to apply lessons learned and adapt to new technologies
• Relevant ecosystem experience may include Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad
• Valid U.S. driver's license