CDW UK Peterborough, England, United Kingdom
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CDW UK Peterborough, England, United Kingdom
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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.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.
CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are 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.
Job Summary
The Service Designer will ensure provide a structured and diligent approach to capturing customer requirements and successfully translate these into fit for purpose, efficient and effective managed service designs that are scalable, deliverable and have the correct service measurement methods and metrics defined to ensure successful delivery.
Service Designers will support the pre-sales to delivery process, assisting sales functions to win business and enhance the services we deliver to customers. Service Designers will demonstrate a pro-active, self-driven working attitude and maintain a good working rapport with CDW and customer stakeholders.
Service Design Packages created will be clear and concise with expectations of high levels of quality and detail; this in turn will lead to successful on-boarding and delivery of the services in scope by the transition, service delivery and operational teams within CDW.
Key responsibilities
* Ownership of the customer engagements assigned, tracking progress of the Service Design activities and taking the lead on organisation and running of internal and external workshops.
* Provide Managed Services representation and input at pre-sales level on customer opportunities, working in collaboration with Account teams, Managed Services Sales Specialists, Bids Management and technical teams on customer proposals. Where required assist with customer presentations on aspects of the proposed managed services and wider Service Design approach and processes.
* Produce service designs in the form of high level and low level Service Design Packages (SDP) covering what is required to deliver, operate and manage the Services offered to the customer.
* SDPs will include documenting of processes for services that are instrumental in delivering, operating and managing customer solutions such as Incident, Problem, Event, Change, Capacity, Availability, Asset and Configuration, Service Level Management and Request Fulfilment, etc.
* Work with CDW teams to ensure clearly defined documentation on how the services solution will be monitored, maintained, reported upon and the service levels to be delivered against (including SLA commitments, XLAs, early life support, KPIs, 3rd party service measurements, etc.)
* Ensure thorough review and approval of the SDPs from correct CDW stakeholders accountable for ultimate delivery of the services detailed within.
* Ensure parity between the approved SDPs and customer contractual documents by review and collaboration with CDW Managed Services Sales Specialists.
* Operate a handover ‘gate’ between Managed Services Sales Specialists and Service Transition to ensure all requirements are passed over clearly and the managed service scope is presented in such a way that Transition can deploy simply and effectively, on time and in budget.
* Provide an escalation/information and assistance point for Service Transition for service design questions and service scope creep.
* Liaise closely with the Product Management team to understand new or changed services as defined in the product catalogue. Maintain thorough understanding and expertise on how these services are designed, transitioned, operated and managed to allow bespoke forked services to be developed for specific customer opportunities.
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Qualifications, Skills & Experience
* Experience within the IT Managed Service Provider industry with proven experience of the Sales to Service lifecycle.
* Experience in a role with responsibility for the management and development of a managed service offering preferable.
* ITIL4 Foundation qualification minimum, with additional ITIL 4 Specialist level qualifications advantageous.
Service Designers demonstrate the following skills and key behaviours to be successful in their role:
* Highly enthusiastic, approachable and motivated to deliver high quality and valuable output to stakeholders and customers.
* Self-motivated and able to prioritise workload effectively, managing multiple client engagements in progress.
* Excellent communication skills (verbal and written) including presentation skills and ability to articulate ideas clearly and simply both at a technical and business level.
* Proven ability at producing high quality documentation.
* Proven analytical ability across internal business operations, related industries, markets, competition, etc.
* Flexible, strong work ethic, willing to go the extra mile to get the job done.
More about CDW and your career with us:
At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn 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 in a rapidly evolving technology landscape.
CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010.
We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.
Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?
What we offer:
Life Assurance
Competitive Contributory Pension
Private Medical Insurance
Enhanced Maternity Pay
25 days holiday + bank holidays
Option to buy additional holiday
Season Ticket Loan + additional perks
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.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Design, Art/Creative, and Information Technology
* Industries
IT Services and IT Consulting
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