Professional Services Manager

Description

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. It's why we're 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 we're headed. We're 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 services,collaborates 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:

• Bachelor's 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

We'relooking for people who bring curiosity, a learner's 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 enhances-notreplaces-human creativity and decision-making. Youdon'tneed 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.

CDW is committed to being an AI-fluent organization

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 that's curious, adaptive, and ready to explore what's 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 what's possible through technology. What makes CDW different isn't just what we do-it's how we do it. At CDW we act as one-building trust, speaking candidly, and working together to achieve more. We play to win-focusing on what matters most and delivering for our customers. And we think forward-staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees-working 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 what's 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.