Manager, Managed Security Services

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.

The Manager is accountable for ensuring the successful delivery of high-quality services per the Statements of Work (SOW). The Manager is focused on enabling their team through strong leadership, mentoring and active coaching to develop skills. The role will be measured on customer satisfaction, customer loyalty, reference-ability, employee engagement, and efficiency gains. The Manager – Managed Security Services will have a solid foundation in managed services and market-leading security technologies so as to be effective in the role.

This position develops operational plans to execute previously developed strategies for a sub-function or business segment. The Manager has specific influence and control over discretionary spending in an area of responsibility, but has no direct budgetary responsibility.

What you will do:

• Designs and implements operational reporting to ensure the successful delivery of the managed services
• Assists in the development of departmental KPIs and objectives
• Accountable for the KPI targets and objectives being delivered for your team.
• Identifies and executes on process improvement initiatives, improving the Service Delivery model, gaining more efficiency while adding additional value
• Confidently runs departmental and customer facing meetings, delivering effective, concise content during all interactions; focusing on the key message they want to convey while explaining the function and value of our approach to service delivery by highlighting our differentiated services per MSS positioning
• Builds and manages client relationships as a Trusted Partner, effectively managing client escalations, working collaboratively with the Sr. Manager and cross-functional delivery teams to maintain strong communications
• Ensures the team is positioned to deliver high quality services in alignment with the SOW through accurate resource assignment, workload prioritization and scheduling
• Accountable for the quality and consistency of the documentation, processes and knowledge base for their team and customers, ensuring that it is consistent and up to date with current process and knowledge.
• Embodies Trusted Advisor principles, including building trust and influencing loyalty with the client and mentoring their coworkers.
• Works collaboratively with the Supervisor, and directly with their team, in our coaching program, providing consistent and constructive feedback to their team as a coach, in alignment with our Trusted Advisor program, identifying performance opportunities and risk by uncovering and recognizing patterns in our service delivery impacting the client experience.
• Performs quality assessment (QA) of the teams work as part of regular coaching to ensure outputs are aligned with objectives and KPIs
• Actively recognizes team members for developing client loyalty and coaching peer coworkers.
• Support the launch of new service offerings
• Identifies and implements solutions for business process deficiencies, service performance issues, team utilization and SOW alignment.
• Develops reports, presentations and documentation for the team, providing a clear foundation and structure for service delivery
• Develops and improves Standard Operating Procedures (SOPs) and knowledge base articles
• Identifies and outlines new Trusted Advisor programs based on client feedback and coworker coaching.
• Maintains a strong network and promotes the organization at various meetings, forums, panels, publications, and conferences
• Develops and coaches Trusted Advisor skillsets within the team
• Begins to establish thought leadership in the industry

What we expect of you:

•  Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field and 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business, OR
• 11 years total of Information Technology experience to include 7 years of security experience in a client-focused environment, and/or working in security operations center, and at least 2 years of experience leading projects and initiatives with a significant and material focus on cybersecurity that improved and transformed the business 
• At least 2 years of experience with people, project or customer account leadership.
• At least 3 technical advanced or expert level certifications in Managed Security Services disciplines, including but not limited to: 
• Microsoft SC-200, SC-100, SC-300, SC-400; CCNP Security, CyberOps Professional, CCIE Security; Palo Alto PCNSE, Cortex XDR-PMXdC; IBM QRadar Security: Administrator, Deployment Professional; SANS GCIA, GCIH, GSOM, Splunk, CrowdStrike Falcon: CCCS, CCFR, CCFH, CCFA; CISM, CISA. CEH; or similar technology certifications
• Understanding of IT processes, SOC/NOC processes and procedures; Knowledge of ITIL and COBIT frameworks with relevant certification is a plus.
• The position is part of a 7-day per week, 24-hour per day managed services operations. Must be available to work outside of the regular business hours which may include weekends and holidays.
• Excellent prioritization / and time management skills, including the ability to manage their time without supervision to focus on priorities and handle multiple tasks simultaneously.
• Experience managing and leading IT infrastructure and Information Systems Design or support involving hardware, software and services at an enterprise level for at least one discipline in the Managed Security Services portfolio 
• Direct involvement in working with internal and external teams to implement and troubleshoot complex configuration hardware, software and services
• Experience presenting ideas and solutions to clients and adapting presentation style to fit particular client situations
• Demonstrated ability to lead and facilitate the investigation of complex problems where analysis of situations or data requires an in- depth evaluation of variable factors from multiple IT infrastructure systems
• Demonstrated ability to establish positive working relationships and conduct complex and important work critical to the organization in a team, consulting environment
• Proven ability to select resolutions and techniques that meet both technical and business requirements within the context of best practices, and make recommendations to achieve targeted objectives
• Clear, concise, and engaging communication and presentation skills in various settings.
• Collaborative problem-solving approach and mentorship ability.
• Proven ability in team leadership roles and empowering others to increase contribution and level of responsibility
• Consistently achieves high levels of customer satisfaction.
• Demonstrated ability to execute service delivery using productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
• 15% ability to travel as needed

Salary: $145,000

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.