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 do

• Managed 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

• Lead large-scale transformation and continuous improvement programmes across systems, processes, and people.
• Deliver business transformation initiatives that improve operational performance and embed new ways of working.
• Work across operational, commercial, technical, and executive stakeholders to align delivery to strategic business objectives.

Operational Improvement, Process Optimisation & Governance

• Improve operational processes to increase efficiency, visibility, and governance across teams (including order-to-bill and sales operational process improvement where in scope).
• Design and document end-to-end business processes and governance frameworks to support operational consistency and scalability.

Continual Service Improvement (CSI)

• Establish, own, and embed a structured Continual Service Improvement (CSI) approach (aligned to ITIL good practice) across Managed Services, making improvement a continual, business-as-usual discipline.
• Own and maintain the CSI register, running regular service reviews to identify, prioritise, and progress improvement opportunities through to realised benefit.
• Define and track service performance baselines, critical success factors (CSFs), and KPIs, using data and trend analysis to target improvements and evidence value.
• Apply a Plan-Do-Check-Act (PDCA) improvement cycle to continually improve services, processes, and service-management practices.
• Develop and deliver Service Improvement Plans (SIPs) in response to SLA performance, customer feedback, and operational insight.
• Champion a culture of continual improvement across teams, embedding improvements into BAU and sustaining them beyond initial delivery.

Digital Transformation, Tooling & Adoption

• Drive digital transformation initiatives, including automation, AI adoption, and self-service platform improvements (where appropriate).
• Support the implementation and adoption of ServiceNow, embedding new processes and ways of working.
• Own, improve, and drive the systems and tools within Managed Services, measuring outcomes and progress.

Change Management, Communications & Readiness

• Lead change management activity including stakeholder engagement, internal communications, and operational readiness for major programmes.
• Facilitate cross-functional workshops, training, and collaboration sessions to embed change.

Reporting, Insight & Stakeholder Management

• Deliver reporting, insights, and progress updates to senior leadership and key stakeholders across transformation programmes.
• Build strong relationships across the organisation and support alignment across teams to deliver outcomes.

This is not an exhaustive list of duties. You may be required to perform other tasks as necessitated by business objectives and the evolving needs of the organisation.

What we expect of you

Essential

• Proven experience leading business change / transformation and operational improvement initiatives across complex organisations.
• Strong stakeholder engagement skills across multiple functions and seniority levels, including senior leadership.
• Demonstrable experience designing and documenting end-to-end processes and governance frameworks.
• Strong reporting and insight capability – able to provide clear progress updates, outcomes, and governance reporting.
• Experience establishing and running a Continual Service Improvement (CSI) approach, including maintaining a CSI register and delivering Service Improvement Plans (SIPs).
• Strong service-measurement and analytical skills – able to define baselines, KPIs, and CSFs and use performance data to drive and evidence improvement.

​​Desirable

• Experience supporting the adoption and embedment of ServiceNow (or comparable ITSM / workflow platforms).
• Experience delivering digital transformation initiatives (automation, AI-enabled improvements, self-service/portal adoption).
• Experience supporting integration of systems/processes during organisational change (e.g., post-acquisition integration).
• ITIL qualification (Foundation or above), with practical application of the Continual Service Improvement / service-improvement lifecycle.
• Familiarity with improvement methodologies such as Lean, Six Sigma, or Kaizen.

Values & Ways of Working

• Operates as a trusted partner to stakeholders, focusing on outcomes, adoption, and sustainable improvements.
• Brings a structured, transparent approach to delivery and governance, with an emphasis on measurable value.
• Demonstrates a relentless focus on continual improvement, using measurement and feedback to sustain better outcomes over time.

What Success Looks Like

• Transformation initiatives deliver measurable improvements in operational efficiency, visibility, and governance.
• Service tooling improvements (including ServiceNow adoption where in scope) are implemented and embedded into BAU ways of working.
• End-to-end processes and governance frameworks are defined, documented, and adopted to support consistency and scalability.
• Stakeholders are effectively engaged across all levels, including senior leadership, with clear progress reporting and decision support.
• Customer experience improvements are delivered through portal adoption, process optimisation, and service improvement initiatives.
• A structured Continual Service Improvement (CSI) approach is embedded across Managed Services, with a live CSI register driving a prioritised, visible pipeline of improvements.
• Service performance is measured against clear baselines, SLAs, and KPIs, with improvement trends and realised benefits demonstrated over time.

CDW is committed to being an AI-fluent organization

We’re looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances—not replaces—human creativity and decision-making. You don’t need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

About Us

CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities.

 

As a full‑stack, full‑lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next.

Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.

 

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.