Senior Manager, Service Delivery - Education

About the role

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

$134,800 - $188,360 depending on experience and skill set. Annual bonus target of 15% subject to terms and conditions of plan. Salary ranges may be subject to geographic differentials.

Benefits

Benefits overview: https://cdw.benefit-info.com/