The role
CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States. Our fingerprints can be found on technology in workplaces of more than 250,000 companies: from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
CDW prides itself on being ‘People Who Get IT’ and ‘People who get People.’ Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you will work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
JOB SUMMARY
The Service Delivery Associate (SDA) is an entry level service management position located in the Service Delivery Office. The SDA will provide a remote desk-based service to our smaller managed customers and will typically manage 10+ customers each.
Duties will include the creation of service reports for assigned customers and hold service review meetings via Teams.
The SDA will maintain a service management plan and work with internal teams to drive continual improvement and manage risk.
The SDA will gain an understanding of their assigned customers business and will continually drive best practice and ensure service excellence.
The SDA will arrange and manage meetings regarding renewals of customer contracts and will also look to identify opportunities for future business by facilitating introductions to SMEs to support in realising those opportunities.
The role supports hybrid working with a requirement to be in the office 2 days per week.
KEY RESPONSIBILITIES
- Manage a portfolio of clients from within the Service Delivery Office who typically have standardised and repeatable requirements for support.
- Deliver standardised service reports and hold remote service reviews for assigned client base.
- Manage the performance of services provided to clients in line with the contract and ensure that Service Levels achieve or exceed contractual obligations.
- Operational accountability for service delivery targets, SLA’s, KPI’s, and applicable contractual compliance.
- Arrange and manage meetings regarding renewals of customer contracts.
- Increase customer loyalty and satisfaction through strong working relationships within the customer organisation.
- To be a trusted customer advisor, maintaining an open, honest, and transparent relationship with the customer.
- Implement a Service Management Plan (SMP) where appropriate and as directed by Line Manager.
- Provide service reporting in line with contractual obligations and using a format as directed by line management.
- Identify where process gaps exist and work with business stakeholders to review and refine them.
- Provide unbiased feedback and escalation to improve internal services process and workflows.
- Ensure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.
The above is not an exhaustive list of duties and you will be expected to perform different
tasks as necessitated by your changing role within the organisation and the overall business
objectives of the organisation.
QUALIFICATIONS, SKILLS, AND EXPERIENCE
Qualifications
- Educated to degree level (Desirable).
- ITIL Foundation v4 (Desirable).
Experience and Skills
- IT Service Management methodologies and best practice (Desirable).
- Excellent verbal and written communication, diplomacy, and negotiation skills.
- Experience in service improvement.
- Ability to influence key stakeholders to drive towards common solution.
- Has knowledge of best practice and how area integrates with other areas and is aware of the competition and the factors that differentiate CDW in the market.
- Understand the importance of business processes and compliance, with the ability to demonstrate successful application of such.
- Strong relationship management skills.
- Excellent report writing and presentation skills.
ESSENTIAL ATTRIBUTES
- Analytical, with attention to detail.
- Patience, tolerance, and resilience during pressured and candid situations.
- Work independently and receive minimal guidance.
- Passionate, professional, with a ‘can-do’ attitude at all times.
- Strong self-motivation and emotional intelligence.
- Proactive conceptual thinking.
- Ability to work under pressure in a changing and expanding environment.
CUSTOMER FOCUS AND WAYS OF WORKING
- Each Coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
- Each Coworker has a responsibility to ask questions when they are unsure of CDW’s values, standards, and policies, and to act if they believe someone else is not acting consistently with those values, standards, and policies.
- Each Coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement. Co-workers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
- Each Coworker is required to comply with CDW’s policies relating to Information Security and Data protection, specifically to:
- Protect all information assets from unauthorised access, disclosure, modification, destruction & interference
- Treat the security of all information assets according to their designated information security classification
- Ensure that they only access information assets that they are authorised to do so.
- Adhere to the procedure for reporting any security weakness or event
- Commit to, and participate in, personal development of information security awareness & knowledge
- Comply with all laws and contractual obligations regarding the protection of data