Business Systems Support Manager

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’ll 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

In this role, you will be responsible for leading a team of 4 supporting CDW Subscription Hub (Built on the CloudBlue platform), Astea and Release Management. This is a hands-on manager role where you will be expected to engage in support as well as manage the team.

You be working alongside stakeholders in the business, the project team, product managers and the supplier.

KEY RESPONSIBILITIES

• Manage the team to provide the best possible level of support to the platforms under your remit.
• Liaise with Business Systems to ensure high levels of customer satisfaction and align with any production improvements being made to the platforms.
• Assist product owners in continuously evaluating and enhancing their platforms and associated processes, identifying areas for improvement, and implementing solutions to increase efficiency and customer satisfaction.
• Provide a first line support of internal and customer queries and then log these with the supplier as necessary for further investigation.
• Maintain up to date knowledge about CloudBlue & Astea Platform, Products, related products and technologies and support processes by attending trainings and self-study.
• Contribute to the CDW Subscription Hub / CloudBlue knowledge base for internal and external use.
• Build and develop strong relationships across the business, including with Sales, Finance & Managed Services.
• Assist Product Managers with creating bundles.
• Guide and support the onboarding process for new customers onto the CDW Subscription Hub platform, ensuring a seamless transition and successful adoption.
• Deliver exceptional customer support, addressing inquiries, providing technical assistance, and ensuring customer satisfaction.
• Price List Maintenance: Collaborate with Product Owners to maintain accurate and up-to-date price lists for CDW Subscription Hub services, ensuring transparency and consistency in pricing.
• System Monitoring: Monitor the performance and stability of the CDW Subscription Hub platform, proactively identifying and addressing potential issues to minimize downtime and optimize functionality.
• Create and maintain comprehensive documentation, including user guides, troubleshooting manuals, and best practices, to assist customers and internal teams in utilizing the CDW Subscription Hub platform effectively.

MANAGEMENT RESPONSIBILITIES

• Conduct regular 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with CWS guidance (process TRP, IDP, PMP and another initiatives)
• Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work.
• Provide ongoing coaching and development to increase productivity and readiness.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Experience leading small teams supporting XaaS platforms.
• Proven experience as an Application Administrator or similar role, preferably in a SaaS or XaaS environment.

ESSENTIAL ATTRIBUTES

• Delivery focused with excellent attention to detail and drive to resolve issues.
• Business knowledge of Microsoft Azure / M365 / AWS
• Experience with CSP/ Consumptive cloud billing models.
• Excellent communication skills, with the ability to effectively interact with customers and internal stakeholders.
• Desire to learn. 
• Passionate about technology and the impact it can have on business and our customers.
• Quality and detail orientated.
• Positive attitude and influence to others
• Fast learner and able to adapt to new technology and keep abreast of current industry trends and practice.
• Excellent organisation and time management skills.
• Able to achieve potential, stay inspired and motivated

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 take action 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. Coworkers 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