The Cloud Systems & Services team is responsible to optimize the processes required for these businesses. This includes offering shared services through Tech Data owned Shared Service Center outsourced to service partners in EMEA.
An important role for this Analyst will work on projects to design and implement a scalable central operational processes and monitoring service aligned to Tech Data’s Cloud support services offerings as well as interacting with applicable Services providers.
The Analyst will identify specific customer requirements and ensure that our IT Service Providers are able to fulfill these requirements based upon an appropriate service catalogue.
The Analyst will participate on projects, briefings and progress updates. The analyst will collaborate with Tech Data's selling Business Units to develop the right sales strategies and to assist in launch of products / services / programs / campaigns across EMEA.
Other project orientated duties may be assigned as needed.
The team is also responsible to roll-out Cloud solutions and Services to all Tech Data entities in Europe (21 countries +).
The team will collaborate with all of Tech Data's Business Unit leaders and their key partners, to develop the right strategies, and strive to deliver best in class systems with maximum impact and synergy across Europe.
Act as a first point of escalation for your customer, ensuring their issues are prioritized appropriately and resolved without delay.
Monitor open cases and escalate to Support teams to ensure SLAs are met and exceeded.
Drive regular scheduled customer conference calls and meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
Ability to build credibility through action and responsiveness resulting in the perception that you are the customer’s go to champion within Tech Data.
Facilitate summary status reports; including monthly performance reviews and quarterly service reviews.
Deeply understand the customer’s business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning Tech Data solutions to address the customer’s short and long-term support needs
Coordinate internal resources, including technical and customer support, professional services and management to deliver towards account performance objectives and customers’ expectations
Mapping of process flows across Operations teams, the collection, documentation and analysis of data, the identification of process gaps and support of process improvement initiatives to increase operational efficiencies
Document Operational As-is processes and the desired Future State processes. Deploy services and escalate issues as needed.
Review existing processes and provide advice in specialized subject areas, for example legal guidelines, internal compliance policies, services, technical support, or others as necessary.
Ensure appropriate training and self actualization of skills for all staff for new processes or with outsourced parties.
Manage constant communication with countries and other stakeholders around processes.
Knowledge Skills and Experience
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.
Excellent written and oral communication skills.
Fluency in German and English
Account management experience
Microsoft technical expertise with analytical problem management skills
Fundamental understanding of ITSM in large organizations
Comfortable interacting with all levels of management
Working knowledge of ITIL incident, problem and release management process and procedures
Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
Solid understanding of ecommerce and Support Services market
Capable of working independently, and having responsibility as an individual (ownership)
Comfortable working in an international results driven project organisation.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Project Experience of Software Licensing, Support, or Customer Service functions definite advantage.
Experience in managing distant or virtual teams in a service desk environment preferred.
Cultural Competency Requirements :