Manager, Engineering – Managed Services, AIX, Unix & Linux

Job Description:

• Lead a Managed Services Engineering Team to achieve financial, operational, customer satisfaction, and coworker targets
• Deliver one or more managed services and serve as product owner for those services
• Align engineering teams with the overall Services strategy
• Build and maintain relationships with product development, professional services, sales, customers, and strategic technology partners
• Execute customer service level agreements using operational frameworks and standard operating procedures
• Drive continuous service improvement through process and staff management, performance management, and key metrics
• Allocate engineering resources to maintain, support, and optimize assigned technologies
• Meet with customers through sales opportunities, quarterly reviews, and support issues
• Track, monitor, and report customer satisfaction performance measures and survey results
• Manage workload, prioritize work, assign resources, and review Service Desk queues and reports
• Coordinate strategic and tactical plans for current and future development of assigned technologies
• Manage time reporting and related analysis
• Hire staff, build effective teams, delegate responsibilities, and provide feedback, coaching, mentoring, and development planning
• Maintain the on-call schedule
• Collaborate with peers to achieve company, department, and personal goals
• Oversee problem, change, and work order processes
• Deliver and enforce operational frameworks and standard operating procedures through quality assurance
• Review processes and organizational structures to identify gaps
• Manage operational costs, planning, and budgets
• Champion CDW’s vision of becoming an AI-fluent organization and guide responsible AI adoption

Requirements:

• Bachelor’s Degree and 5 years of relevant experience OR 9 years of related consulting or IT services delivery experience
• Previous consulting leadership experience required
• Process management and improvement
• Experience in ITIL
• Experience managing AIX, Linux and Unix environments, including enterprise operating systems, virtualization, clustering, storage integration and related tools
• Understanding of AIX, Linux and Unix capacity planning, performance tuning, patching, high availability and workload automation
• Ability to lead teams and gain consensus
• Ability to communicate effectively and concisely, orally and in writing, using varied styles appropriate to the audience
• Ability to balance multiple priorities and adapt to changing business needs while meeting deadlines
• Proven ability to collaborate, build relationships, take initiative, and creatively solve problems
• Ability to identify and creatively resolve client, project, and people issues
• Proven negotiation skills
• Knowledge of IBM, Cisco, Microsoft, HP, or Dell products and services
• Experience working with vendors and business partners
• Ability to lead and manage for attainment of critical results
• Ability to compute, analyze, and interpret complex statistical data for reporting or forecasting
• Ability to act as a trusted advisor in a strategic partnership
• Able and willing to travel up to 25% or as needed to other CDW locations, meetings, or client sites
• Ability to multitask, organize, and prioritize
• Experience managing IBM AIX, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ubuntu, Solaris, and HP-UX is a plus

Benefits:

• Annual bonus target of 20% subject to terms and conditions of plan
• Benefits overview provided at https://cdw.benefit-info.com/
• Salary ranges may be subject to geographic differentials
• Travel opportunities up to 25% or as needed to CDW locations, meetings or client sites
• Professional growth and supported development
• Collaborative, equitable, transparent, and respectful hiring process
• AI learning and experimentation opportunities