Job Summary
The Manager, Physical Security Delivery provides business, sales, and solutions thought leadership for the assigned solution domain and leads efficient day-to-day Professional Services operations. The role shapes portfolio vision and strategy for video surveillance and video management systems (VMS), electronic access control, and integrated physical security solutions. Working across Sales, Solution Architects (SAs), and Services, the manager balances financial and operational performance with client outcomes and coworker development and loyalty.
What You Will Do
•Drive services revenue and gross profit in partnership with Sales and SAs.
•Align services to sales and marketing objectives and collaborate on appropriate product and licensing attachment.
•Join client calls, present on services capabilities, and shape C-suite solution strategies.
•Review and approve estimates and statements of work within delegated authority, providing practical feedback to SAs.
•Assess economic, competitive, and industry trends to guide portfolio strategy, services opportunities, and the engineering skill mix needed for evolving client demand.
•Maintain a regular staffing and pipeline review cadence with the appropriate stakeholders; educate sellers on services capabilities, positioning, and early engagement.
•Support Sales and Professional Services Managers (PSMs) on client satisfaction calls.
•Own escalations and corrective actions where applicable.
•Participate in top-client loyalty meetings and build cross-functional stakeholder relationships.
•Lead, coach, and develop coworkers through individual development plans, timely performance feedback, and clear communication; strengthen technical, professional consulting, and sales skills.
•Balance team capacity and skills against demand, project commitments, utilization, profitability, and delivery risk; plan resource assignments and workload accordingly.
•Recruit and retain talent; foster trust, respect, teamwork, and coworker loyalty, and encourage sharing of best practices across the team.
•Implement operations strategy and govern delivery from early engagement and resource selection through implementation, testing, documentation, and client acceptance against agreed scope and quality standards.
•Maintain partner technology relationships and serve as a vendor interface; communicate services capabilities, evangelize relevant solutions, and identify and close capability gaps.
•Engage key physical security OEM and integration partners and their engineering, services, and account teams; use the Trusted Partner Network for surge or specialty engineering capacity.
•Share and apply delivery best practices across practices and geographies, using lessons learned to improve service quality and consistency.
•Provide timely, accurate monthly forecasts; steward general and administrative expenses and conduct financial and project profitability reviews, taking corrective action within delegated authority.
•Work with Senior Leadership on staffing, development, internal projects, compensation, and bonuses within established authority; contribute to recruiting and management-team practices.
•Maintain solution-lifecycle skills readiness, training, and appropriate lab, software, and delivery tools; coordinate secure configuration, site safety, and applicable compliance with qualified stakeholders.
•Deliver against measurements and targets that include services revenue, gross profit (GP), GP per coworker, billable utilization, client loyalty, coworker loyalty, retention, and portfolio expansion, as established by leadership for the assigned domain.
•Contribute to company operating margin through profitable delivery and expense discipline, aligned with company objectives.
What We Expect of You
Education and Experience
•Bachelor's degree required and 5+ years of experience.
•OR, 9 years of work experience required.
Minimum basic requirements
•1+ years of people management experience.
•Experience leading technical delivery or operations teams and working with relevant vendor technologies, services, and partners; knowledge of surveillance/VMS, electronic access control, integrations, and secure network-connected systems.
•Ability to lead teams, build consensus, and deliver outcomes; strong oral and written communication, coaching, and negotiation skills, with creative approaches to client, project, and people issues.
•Ability to serve as a trusted advisor, build effective client and partner relationships, and lead services outcomes that support sales objectives.
•Ability to travel up to 50%.
Preferred skills, experience, and qualities needed
•Previous consulting management experience is a plus.
•1+ years of profit and loss (P&L) management experience, along with strong project and risk management skills, is a plus.
•An advanced-technology background, along with strong presentation skills, is a plus.
Pay
•Pay range: $121,450 - $170,010 depending on experience and skill set
•Annual bonus target of 25% subject to terms and conditions of plan
•Benefits overview: https://cdw.benefit-info.com/
•Salary ranges may be subject to geographic differentials
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
