Job Description

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.

JOB SUMMARY

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.

KEY RESPONSIBILITIES

As part of this role, you must:

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

QUALIFICATIONS, SKILLS AND EXPERIENCE

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, however willingness to undertake relevant training and qualifications is required.

ESSENTIAL ATTRIBUTES

Highly ambitious, credible, motivated, and accountable individual with an appreciation for building meaningful and lasting relationships, combined with a desire and ability to "win hearts and minds" - Confident yet humble in their approach Strong problem-solving skills are essential Detail-oriented with strong time management skills combined with the capacity to lead and work on multiple initiatives, as well as dynamically prioritise and pivot based on changing business needs Outstanding communications skills, with the ability to clearly and concisely present concepts and recommendations in verbal and written formats to customers, senior leaders, and cross-functional audiences, both within and external to CDW Good ability to manage multiple stakeholders on multiple streams of business, simultaneously. Confident self-starter who can work autonomously to meet their goals while also able to shift priorities as their workload demands. Prepared for occasional travel between CDW UK and International offices as the role requires whilst maintaining a suitable home life balance Ability to allocate time to undertake personal development activities such as attending training, achieving certifications, and focusing on soft-skill development - always seeking to personally develop as an individual

CUSTOMER FOCUS AND WAYS OF WORKING

Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role. Each coworker has a responsibility to ask questions when they are unsure of CDW's values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies. Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW's commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management. Each coworker is required to comply with CDW's policies relating to Information Security and Data protection, specifically to: Protect all information assets from unauthorised access, disclosure, modification, destruction & interference Treat the security of all information assets according to their designated information security classification Ensure that they only access information assets that they are authorised to do so. Adhere to the procedure for reporting any security weakness or event Commit to, and participate in, personal development of information security awareness & knowledge Comply with all laws and contractual obligations regarding the protection of data

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.


CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.