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Service Improvement Manager

Date:  Sep 3, 2021

Austin, TX, US, 78730


Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We’re building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It’s time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It’s time you were a part of something bigger.

We’re expanding our workforce – engineers, architects, developers and more – onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.

If you’re ready for high-impact, you’re ready for CDK.


Position Description

The Service Improvement Manager role in CDK is a strategic position that requires insightful analysis of application code and infrastructure technologies in order to successfully stabilize and prevent incidents in our critical application delivery to our customers.  The ideal candidate is highly technical and intimately understands the application delivery process, from coding to production in on prem data centers or cloud platforms.

Day to day activities center on leading technical conversations for application improvement, infrastructure tuning, root cause analysis.  Essentially deep diving into all areas of the application, middleware, third party, or infrastructure in order to get the best possible performance for best-in-class customer experience.

The ideal candidate is results driven.  You have a DevOps/SRE mindset.  You’re transparent.  You’re customer-centric and you “own” the process.  You have a passion for service improvement.

You have a passion for application performance and stability and are always thinking about ways to improve the application performance and reduce, shorten, or eliminate outages.

This is a technical role not a project/program management role. The ideal candidate has several years of experience in software development, database administration, network administration.

To succeed in this role, you must be hands-on technical, with the ability to dive deep into system logs, monitoring tools and other diagnostic tools.

To succeed in this role, you must be able to rapidly come up to speed on large, complex multi-tier, multi-zone SaaS applications that have many components running in disparate operating systems, containers and databases.

To succeed in this role, you must have strong data analytical skills allowing you to write Splunk query’s, SQL queries, or similar in your quest to understand how the SaaS platform works, where the performance issues are and collaborate on solutions.

To succeed in this role, you must have breadth of technical knowledge (full stack) allowing you to understand and troubleshoot multi-tier applications deployed on-premise and in the cloud.

To succeed in this role, you must be comfortable (if not prefer) the command line.



Full stack                                         demonstrable prior experience

PowerShell                                     mid-level

Linux Bash, zsh                               nice to have

AWS                                                 EC2, RDS, S3, AWS CLI

T-SQL, PL/SQL, SQL                        mid-level

Coding                                             multiple language’s required

Agile                                                 ability to work in sprints and on user stories

Jira                                                   mid-level

Excel                                                Advanced

PowerPoint                                     Mid-level

Docker                                             Some familiarity

Linux                                                mid-level

Windows                                         mid-level

XaaS                                                 capability (multiple aaS)



Monitoring                                     New Relic, Logic Monitor, Zenoss, SolarWinds, Performance Insights, Cloud Watch

Data analytics                                Tableau, Cognos, Azure Data Studio, Toad, SSMS




Certifications in one or more of the following categories: Oracle, SQL Server, CCIE, F5, Middleware (i.e. IIS, Tom Cat, Apache) AWS Cloud Front, Azure

Always learning



Operations, SaaS support, Development (coding)

Working with offshore teams

Experience with CI/CD pipelines

Experience with Infrastructure as Code tools (puppet, chef, ansible, terraform, etc.)

Presenting c-level reporting and progress




CDK Global knows you have passions outside of work.  You have family, friends, sporting events, and lots of things going on.   That’s why we offer a comprehensive benefits package to not only take care of you but your family as well.   All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.  

Nearest Major Market: Austin

Job Segment: Service Manager, Oracle, Database, Cloud, Linux, Customer Service, Technology

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