Service Transformation and Improvement Manager
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.The Service Transformation and Improvement Manager is responsible for leading and delivering business transformation initiatives across Managed Services, driving operational improvement, digital adoption, and measurable business outcomes.The role works cross-functionally with operational, commercial, technical, and leadership stakeholders to improve systems, processes, customer experience, and organisational efficiency, ensuring change is well-governed, adopted, and embedded.A core focus is to own, improve, and drive the systems and tools used within Managed Services, measuring progress and outcomes from transformation activity.The role also owns and embeds a structured approach to Continual Service Improvement (CSI) across Managed Services – establishing a CSI register, service performance baselines, and improvement measures – so that services, processes, and tooling are continually and demonstrably improved as part of business-as-usual, not only through discrete transformation programmes.What you will doManaged Services Transformation Roadmap - a prioritised view of change initiatives aligned to strategic outcomes, including measures of progress and benefit.Operational Improvement & Continuous Improvement Programme - delivered improvements across systems, processes, and ways of working, with measurable outcomes.Tooling & Platform Improvement Plan – ownership and improvement of Managed Services systems/tools, including adoption and embedment support (e.g., ServiceNow).Process & Governance Pack(s) – documented end-to-end processes, governance frameworks, and operational controls to support consistency and scalability.Change Management Pack (per initiative) – stakeholder engagement plan, communications, training/workshops, operational readiness activities, and go-live support.Transformation Reporting & Insight – regular reporting to senior stakeholders covering progress, risks, dependencies, and outcomes.Customer Experience Improvement Deliverables – improvements delivered through portal adoption, process optimisation, and service improvement initiatives.CSI Register & Improvement Pipeline – a maintained, prioritised register of improvement opportunities (assessed by value, effort, and risk) with owners, status, and measurable benefits tracked through to realisation.Service Improvement Plans (SIPs) – targeted plans addressing SLA performance, recurring incidents, and customer feedback, with defined actions, owners, timescales, and measurable outcomes.Transformation Leadership & Delivery...