Practice Lead, Monitoring & Event Management

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.

A Monitoring & Event Management Practice Lead is responsible for leading a team of Analysts, Technical Engineers and Team Leaders that cover Monitoring, Patch Management and Tools. They create and implement strategies for the practice while ensuring that the team meets its goals and objectives. In addition, they manage resources to ensure the successful delivery of services to clients. Practice leads work closely with other professionals in the organisation to drive growth and increase profitability.

The practice lead is a strategic role that requires strong leadership and problem-solving skills.

• Identify and enhance services to drive continual service improvement, efficiency and cost reduction.
• Undertake regular and routine strategic planning sessions with aligned Team Leaders and teams to understand requirements and capabilities to deliver contractual SLAs. Present requirements to management for review
• Enablement of Team Leaders to undertake their role successfully and ensure their teams can deliver against customer SLAs
• Management and leadership of all aligned Team Leaders – 121s, PMPs, support and guidance, Coworker development
• Drive all aligned teams towards proactive incident, request and queue management to maximise productivity/improve service delivery.
• Provide a senior-level escalation point for aligned customers and internal management
• Play an active role in the escalations and complaints process to ensure the NOC always provides a swift and highly effective resolution
• Maintain strong relationships with all stakeholders and act as the main point of contact for any issues or concerns
• Contactable and diligent outside of core working hours for Team support and guidance
• Deliver presentations, provide overviews and run customer tours when required.
• Be responsive and assist with Service Improvement requirements (customer onsite facing meetings may be required from time to time)
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.
• Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities

• Assist and help HR and Management with any HR-related issues
• 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.

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.

• At least 5 years of experience in a similar SLA-driven support role.
• At least 5 years in a similar management role
• Proven Customer service Skills.
• Awareness of ITIL methodologies and best practices
• Security Clearance (SC) is advantageous or the ability to go through the process

A successful Practice Lead ensures that their team consistently meets and exceeds goals, delivers high-quality work, and continuously improves. They are adept at identifying and addressing performance issues and providing guidance and support to help their team members thrive.

Another critical factor is the growth of the team and the supported products. A Practice Lead should be focused on expanding the team's capabilities, driving innovation, and implementing new ways of working, all while managing costs.

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…