The Sr DV-Services Operations Supervisor provides a strategic partnership with assigned sales and services management by operating their daily sales and services business with precision and urgency. The incumbent in this role is a critical thinker with information informed decision making skills, creativity, effective at problem solving and a strong escalation support person. They possess a high degree of resourcefulness, is an excellent communicator, thrives in a fast paced and dynamic environment, and is process driven but flexible in approach.

Key Areas of Responsibility

• Be the primary escalation for complex situations and one of situations
• Build key processes to support growth, automation, and process improvement within the Services Operations team
• Be a mentor for services operations teams and support additional learning opportunities within the organization
• Enable all aspects of Services by acting as a liaison between Services departments, Sales departments, CDW clients and our Trusted Partner Network in support of service delivery.
• Provide full life-cycle Engagement Management for select customers and partners.
• Ensure all available revenue recognition is processed timely and accurately.
• Act as point of escalation to assist and/or resolve customer, sales or partner satisfaction issues.
• Provide timely and accurate system approvals.
• Initiate and approve financial documents for assigned customers or partners (invoices, credit memos, etc.).
• Participate in tool and process improvement projects as requested.
• Communicate Services engagement methodology and other best practices to coworkers and partners as needed.
• Ensure the best practices are incorporated and shared.
• Support Services Operations vision, goals, and strategies.
• Contribute to Services Operations team meets and best practices.

Education and/or Experience Qualifications

• Bachelor’s Degree or equivalent experience required
• 7 years of relevant professional experience or 4 years CDW experience
• Required Qualifications
• Provide forward thinking leadership at all times
• Provide mentorship to peers
• Ability to think critically and outside of the box creatively
• Effective problem solving
• Excellent written and verbal communication skills
• Ability to excel in a dynamic and fast paced environment
• Ability to identify issues and build process for improving workflow which includes automation as much as possible
• Influential with others, tailoring communication to the needs of the target audience
• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
• Proven ability to proactively collaborate and build relationships, take initiative and creatively problem solve
• History of successfully coordinating complex projects, with multiple facets and stakeholders
• Ability and willingness to travel up to 25% or as needed to other CDW locations
• Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology.
• Ability to multitask, organize and prioritize.
• Ability to apply common sense in performing a job.
• Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.
• Experience with Professional Services Automation tools
• Experience implementing process improvement project