Head of Business Services

Overview

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.

Description

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.

As the Head of Business Services, you will provide strategic leadership across key value‑added service functions that support the full order‑to‑cash lifecycle. You will oversee Sales Order Management, Customer Services, and Value‑Add Billing Services, ensuring operational excellence, accuracy, and a seamless experience for both Sales and our customers. Working cross‑functionally with teams across the business, you will drive process optimisation, support financial performance, and lead your team through continuous improvement and future‑ready transformation.

• Lead and oversee end‑to‑end sales order processes, ensuring accuracy, compliance, and timeliness.
• Develop, update, and enforce policies, procedures, and controls to reduce errors and protect revenue.
• Act as point of escalation for complex order scenarios (Pre‑invoice, Bill & Hold, Stock Holding, Cash on Account).
• Manage Customer and CDW aged inventory, partnering with Sales to ensure adherence to policies and reduction of aged stock.
• Provide reporting to Sales, Finance, Commercial Operations, and Leadership on aged inventory and process performance.
• Drive efficiency through process automation, system improvements, and lean best practices.
• Build strong relationships with Sales teams to enhance operational support and collaboration.
• Support internal audits and maintain compliance, including SOX control review and approval.
• Track, report, and improve billing metrics and KPIs to ensure right‑first‑time outcomes.
• Provide clear leadership and management across all Business Services teams.
• Uphold the PMP process, providing coaching, mentoring, and development for team members.
• Foster a positive, collaborative team culture that drives engagement, productivity, and shared success.
• Identify individual strengths and development needs, supporting growth and progression.

• Strong leadership capabilities with proven experience in people management.
• Minimum 3 years’ experience with Navision.
• Excellent understanding of CDW’s lead‑to‑quote and order‑to‑cash processes.
• Ability to perform and adapt in a fast‑paced, rapidly evolving environment.
• Exceptional communication skills, with the ability to engage effectively with senior stakeholders.
• Demonstrated ability to remain composed and effective under pressure.
• Highly self‑motivated and able to work independently with initiative.
• Proficiency in Microsoft Word, Excel, Outlook, and MS365 applications.
• Strong analytical mindset with capability for root cause analysis and problem‑solving.
• High level of attention to detail, organisation, and time management.
• Professional, positive, and proactive attitude, with commitment to compliance and process integrity.
• Ability to identify key deliverables and prioritise effectively.

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.