Teams at CDW

Owns the strategy, roadmap, backlog, and delivery of professional services products. Partners with technical and business stakeholders to define product vision, prioritize features, manage Agile release planning, track KPIs, conduct research, and communicate product direction to senior leaders. The role requires strong analytical, presentation, negotiation, and cross-functional collaboration skills, plus experience with professional or managed services and Agile methodologies.

Leads strategic technology consulting engagements and advises clients on transformation, risk, and business objectives. Defines and governs enterprise integration architectures across ServiceNow and business systems, using APIs, workflows, data architecture, and security controls. Develops recommendations, roadmaps, executive presentations, and architectural standards; manages stakeholders, project governance, business development, and client relationships. Mentors consultants and designs secure, scalable, maintainable integration solutions across ServiceNow modules and enterprise technologies.

Manages strategic relationships with complex enterprise Managed Services customers, driving adoption, satisfaction, retention, renewals, and expansion. Develops success plans, monitors KPIs, handles escalations, coordinates technical and operational resolutions, and communicates with executive stakeholders. Partners with sales and internal teams to align services with customer needs, identify growth opportunities, improve service delivery, and resolve issues. Coaches junior customer success professionals and leads internal initiatives.