Job Summary
The Service Delivery Manager is responsible for the commercial, contractual, and operational governance of managed services across assigned customers, ensuring delivery aligns with agreed specifications, service quality standards, and business outcomes. The role combines financial accountability, service performance management, and customer relationship leadership, while working collaboratively across internal teams to drive continuous improvement and deliver a high-quality customer experience.
What you will do
1. Service Governance & Contract ManagementEnsure services are delivered in line with contractual scope, SLAs and customer expectationsMaintain governance artefacts including service management plans, improvement plans, risks, and service documentationLead service reviews, governance forums, and QBRs with actionable outputsGovern scope changes, consumption, and out-of-scope activity in line with contractual and commercial controlsMaintain visibility of contractual obligations, renewals, and service commitmentsEnsure compliance with audit and regulatory requirements
2. Commercial & Financial ManagementMaintain awareness of cost-to-serve and service profitability across accountsSupport accurate billing, consumption tracking, and revenue protectionIdentify risks, variances, and optimisation opportunities impacting service deliveryHighlight and support service-led growth opportunities in collaboration with account teamsContribute to commercial positioning through strong stakeholder relationships
3. Service Delivery Oversight & ITSMOversee service performance across Incident, Request, Change, and Problem ManagementMaintain visibility of service health, escalations, and operational risksSupport critical incident management, post-incident reviews, and service recovery activityDrive proactive risk mitigation, stability improvement, and service optimisationPromote adherence to ITSM best practice while ensuring practical delivery outcomes
4. Reporting & InsightProduce accurate, meaningful service reporting aligned to contractual and customer requirementsAnalyse operational performance data to identify trends, risks, and improvement opportunitiesPresent clear insights and recommendations to customers and internal stakeholdersSupport informed decision-making through data-led service reviews
5. Customer Relationship & Escalation ManagementAct as the primary point of contact and escalation for service-related mattersBuild trusted relationships through transparent, responsive, and outcome-focused engagementProvide clear communication during service disruptions and critical issuesAct as a trusted advisor, aligning service delivery to customer objectives and priorities
6. Cross-Functional Leadership & CoordinationCoordinate internal teams to remove blockers and ensure aligned, timely service deliveryFacilitate collaboration across operational, technical, and commercial teamsDrive accountability and ownership across service delivery functionsPromote a high-performance, collaborative culture focused on continuous improvement
7. Continuous Improvement & OptimisationIdentify and deliver service improvements, automation, and efficiency gainsMaintain and track improvement initiatives via service improvement plans where requiredProvide feedback to improve internal processes, workflows, and delivery modelsAnalyse internal and third-party processes to optimise service performanceContribute to ongoing service innovation and evolution aligned to customer needs
What we expect of you
Required:
- ITIL Foundation (v3 or v4) or equivalent experience
- Experience within Managed Services or IT Service Delivery environments
- Strong understanding of ITSM methodologies and tools
- Experience in service reporting, governance, and customer engagement
- Strong analytical and problem-solving capability
- Ability to translate technical delivery into business outcomes
Desirable:
- Advanced ITIL or relevant service management certifications
- Experience with platforms such as ServiceNow and/or Salesforce
- Experience working in commercially driven service environments
Success Measures:
- SLAs and contractual commitments consistently achieved
- High service quality with proactive issue resolution and improvement
- Strong customer satisfaction, trust, and advocacy
- Accurate, insight-driven reporting and governance
- Effective cost management and protection of service margins
- Clear evidence of continual service improvement and optimisation
- High levels of customer retention and renewal readiness
CDW is an equal opportunity employer.
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.
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 full‑stack, full‑lifecycle 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.
At CDW, we make technology work so people can do great things. We are a leading multi-brand technology solutions provider to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. Our coworkers across the globe are working together to bring technology to life for our customers by solving complicated IT business challenges, providing outstanding service, and orchestrating the technology landscape to optimize our customers’ performance.
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