Leads managers and cross-functional customer-facing teams delivering technical services, onboarding, support, consulting, and engagement offerings. Owns service delivery strategy, scalability, governance, processes, KPIs, capacity planning, workforce strategy, budgeting, and operational performance. Serves as an executive escalation point, partners with senior leaders across business functions, and drives new service launches, automation, innovation, and continuous improvement. Requires extensive technical solution delivery, people leadership, strategic execution, and customer-facing service organization experience.
Description
The Senior Manager within Amplified for Education leads multiple cross-functional, customer-facing teams delivering a portfolio of services including technical services, onboarding, support, and engagement offerings. This role is responsible for driving strategic direction, operational excellence, and scalable service delivery models across Amplified. The Senior Manager provides leadership to Managers and their teams, ensuring alignment with business objectives and CDW standards while fostering innovation, growth, and exceptional customer outcomes. What you will do
* Lead, develop, and mentor Managers and their teams across technical, consulting, adoption, and service delivery functions.
* Own the strategy, performance, and scalability of service delivery, onboarding, support, and engagement operations across a broader service portfolio.
* Establish and drive operational frameworks, best practices, and governance models to ensure consistency and efficiency at scale.
* Serve as the executive escalation point for high-impact, complex customer and operational issues.
* Define, implement, and continuously evolve service delivery processes, workflows, and standards across teams.
* Oversee capacity planning, workforce strategy, and service pipeline management to align with business performance.
* Define and own KPIs and success metrics related to service quality, customer experience, and operational performance.
* Partner with senior leaders across Sales, Customer Success, Product, Engineering, and Delivery to influence strategy and ensure alignment.
* Drive the launch, adoption, and scaling of new Amplified services programs.
* Identify opportunities for innovation, automation, and continuous improvement across service delivery models.
* Contribute to budgeting, forecasting, and resource planning for assigned areas
What we expect of you:
* Bachelor's degree and 10+ years' experience delivering technical solutions including planning, development, implementation, and support OR 14+ years' equivalent experience.
* 5+ years of people leadership experience, including managing Managers or multiple teams.
* Demonstrated success leading large-scale, customer-facing or service delivery organizations.
* Strong strategic thinking with the ability to translate business goals into operational execution.
* Deep understanding of service delivery, onboarding, and support models at scale.
* Ability to lead through complexity, influence across organizations, and drive alignment at senior levels.
* Strong technical acumen with the ability to guide resolution of highly complex issues.
* Strong financial, analytical, and decision-making skills.
* Experience with cloud-based platforms, SaaS, or IT services, a plus.
* Excellent executive communication and stakeholder management skills.
* MBA or advanced degree in relevant field (Strategy, Leadership, Education Technology), a plus. Pay range: $134,800 - $188,360 depending on experience and skill set Annual bonus target of 15% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* 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.
* 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.
The Senior Manager within Amplified for Education leads multiple cross-functional, customer-facing teams delivering a portfolio of services including technical services, onboarding, support, and engagement offerings. This role is responsible for driving strategic direction, operational excellence, and scalable service delivery models across Amplified. The Senior Manager provides leadership to Managers and their teams, ensuring alignment with business objectives and CDW standards while fostering innovation, growth, and exceptional customer outcomes. What you will do
* Lead, develop, and mentor Managers and their teams across technical, consulting, adoption, and service delivery functions.
* Own the strategy, performance, and scalability of service delivery, onboarding, support, and engagement operations across a broader service portfolio.
* Establish and drive operational frameworks, best practices, and governance models to ensure consistency and efficiency at scale.
* Serve as the executive escalation point for high-impact, complex customer and operational issues.
* Define, implement, and continuously evolve service delivery processes, workflows, and standards across teams.
* Oversee capacity planning, workforce strategy, and service pipeline management to align with business performance.
* Define and own KPIs and success metrics related to service quality, customer experience, and operational performance.
* Partner with senior leaders across Sales, Customer Success, Product, Engineering, and Delivery to influence strategy and ensure alignment.
* Drive the launch, adoption, and scaling of new Amplified services programs.
* Identify opportunities for innovation, automation, and continuous improvement across service delivery models.
* Contribute to budgeting, forecasting, and resource planning for assigned areas
What we expect of you:
* Bachelor's degree and 10+ years' experience delivering technical solutions including planning, development, implementation, and support OR 14+ years' equivalent experience.
* 5+ years of people leadership experience, including managing Managers or multiple teams.
* Demonstrated success leading large-scale, customer-facing or service delivery organizations.
* Strong strategic thinking with the ability to translate business goals into operational execution.
* Deep understanding of service delivery, onboarding, and support models at scale.
* Ability to lead through complexity, influence across organizations, and drive alignment at senior levels.
* Strong technical acumen with the ability to guide resolution of highly complex issues.
* Strong financial, analytical, and decision-making skills.
* Experience with cloud-based platforms, SaaS, or IT services, a plus.
* Excellent executive communication and stakeholder management skills.
* MBA or advanced degree in relevant field (Strategy, Leadership, Education Technology), a plus. Pay range: $134,800 - $188,360 depending on experience and skill set Annual bonus target of 15% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* 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.
* 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.
CDW Chicago, Illinois, USA Office
625 W Adams St., Chicago, IL, United States, 60661
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