Microsoft Operations Specialist

Description

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.

Responsible for all Microsoft Operational functions within CDW’s Microsoft Practice which sits within the Sales organisation.

This role will be focused on:

• Building and maintaining a structure that supports the sale of Microsoft products and services with operational excellence
• Documenting our processes and evaluating areas of efficiency when working with both Microsoft and CDW tools, people and processes.
• Evolving services levels and identifying areas to innovate operationally with data driven information; raising the bar of what we do today to a more streamlined vision for tomorrow
• Maximising the post-sale commercial activity, process and order closure

You will work in partnership with various internal business units, supporting initiatives that drive improvements to the way we operate through process, platform and people-based activities, always demonstrating an adaptive mindset.

• Stay up to date with all Microsoft processes and tooling required for executing CDW sales
• Load and verify all Microsoft orders onto Microsoft systems (and engage with CDW systems where required)
• Check all Microsoft invoices and future bills for consistency and errors
• Investigating and allocating Microsoft queries using Customer Logging Tool in order to identify correct destination team in Microsoft depending on the detail of the query
• Assist with customer queries, including diagnosing nature of the query and identifying whether internal and external resolution is required, then identifying and managing relevant stakeholders.
• Create all Microsoft Contract packs and ancillary supporting documents (PCC, CPS, Etc.)
• Utilising Microsoft e-Agreements tool to build initial contract pack, adding only relevant contractual elements depending on customer need. Provide finalised contract to Microsoft for vetting.
• Quality assure returning contracts or amendment for errors/ changes based on initial submissions to Microsoft.
• Communicate complex contractual terms to customers in the context of their ongoing agreement with Microsoft and secure signatures on customer contract packs.
• Identifying contractual errors or changes needed following customer contact and begin process for contract amendment or supplemental contract add-on as required
• Working with relevant internal and external stakeholders to gain required information or approvals to action contracts, orders or queries efficiently and within month-end deadlines.
• Maintain library of price files, both current and all historic files
• Manage Change of Channel Partner Process and paperwork
• Support internal departments with Microsoft processes and engagements as SME for Microsoft operations and ensuring internal stakeholders are kept up to date on changes.
• Document and manage all departmental processes and adjust as required. Identifying opportunities to improve processed and implementing relevant changes
• Support the Microsoft Practice with various operational demands that support the running success of the business
• Conduct historical audit of processes, both in house and with Microsoft. This may also include managing contributors, who can help resolve issues and then raising relevant tickets with Microsoft for resolution.
• Responding to MS annual audit and managing project to address MS concerns with relevant stakeholders

• Strong understanding and experience of the operational lifecycle or procurement lifecycle including negotiation, contracting, governance and the management of third parties in larger or more complex engagements
• Experience in building internal departmental brand and engaging with multiple internal business units
• Microsoft experience would be advantageous but is not essential,…