Manager, Engineering – Managed Services, AIX, Unix & Linux
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Job Description
Managed Services Engineering Manager leading AIX, Unix, and Linux service delivery at CDW, a Fortune 500 technology solutions provider. Driving customer satisfaction, operational improvement, team performance, and budgets.
Responsibilities:
- 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
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