eCommerce environment Tech Data offers several eCommerce solutions to allow its customers to purchase manage and resell Software products and Cloud Services. These solutions include online configuration and ordering tools, but also integrated solution (e-business). Tech Data sells over 1Billion USD software through these eCommerce solutions. Our latest releases include a marketplace for Cloud Services, a White Labeled eCommerce solution, and an API platform for both customers and vendors. Job Purpose The Cloud Systems & Services team is responsible to optimize the business processes required for these businesses. This includes offering shared services through Tech Data owned Shared Service Center outsourced to service partners. An important role for this analyst will be to design and implement a scalable service and support offering for both Tech Data's platform offerings as well as applicable Cloud Vendors. The analyst will work closely with Tech Data Service Desk to ensure appropriate service levels are provided to Super Users, End Users, and Customers. The analyst will also work closely with vendors to ensure full coverage for contractual support requirements. Other project orientated duties may be assigned as needed. The team is also responsible to roll-out Cloud solutions to all Tech Data entities in Europe (17 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. Responsibilities: Define and design central operations to support TD Cloud Business. Define SLAs and measure results. Deploy services and escalate them as needed. Maintain, manage and constantly improve central services Ensure that standard procedures related to incident identification and resolution as defined by EMEA Service Desk Management are in place, communicated and applied to achieve service level within the geography under his/her responsibility. Document all process accordingly:: Ensure all necessary procedures and management processes are implemented to guarantee homogeneous and up-to-standard service level within the scope of the first level support function across locations within regional scope. Implement and monitor procedures for processing of all incoming service desk calls and ensure effective resolution of issues and incidents within SLA, including request handling and escalation policies and procedures. Ensure escalation of recurrent issues / incidents requiring generic system / software / configuration / infrastructure changes to EMEA Service Desk management Contribute development and dissemination of help sheets, usage guides, and FAQ lists all locations under scope as well as for super and/or end users Ensure appropriate training and self actualization of skills for all staff for new offerings in Regional Service desk or with outsourced parties. Manage constant communication with countries and other stakeholders around processes.
Solid understanding of eCommerce Proven analytical and problem-solving abilities. Exceptional customer service orientation. Capable of working independently, and having responsibility as an individual (ownership) Comfortable working in an international results driven project organisation. Understanding of the IT Software / Services / SaaS industry are helpful Experience in managing distant or virtual teams in a service desk environment preferred. Technical Know how / understanding to provide assistance to Service desk staff on Tech Data tools such as: SAP, MS office products, hardware, and operating systems as well as knowledge of programming languages, diagnostic utilities, monitoring tools, etc. Exceptional written and oral communication and presentation skills in English language. Ability and Willingness for business travel is required. Intercultural experience is a plus