Lenovo

Job Description:

Position Overview:

We are seeking a highly motivated and detail-oriented Cloud Solution Provider (CSP) Operations Manager to join our dynamic team. This role is pivotal in ensuring efficient and effective management of our CSP operations, with a primary focus on Microsoft Azure. The successful candidate will play a key role in optimizing processes, enhancing customer satisfaction, managing Azure opportunities within Dynamics 365, running Azure reconciliation files for key resellers, creating Azure opportunities in Dynamics 365, and providing Azure reconciliation files to key resellers.

Key Responsibilities:

CSP Operations Management:

1. Responsible for specific daily tasks, trouble resolution, and troubleshooting, ensuring a consistent end-to-end SaaS operation process.
2. Improve operational processes to prioritize Customer Experience (CX) by making operations faster, smoother, and more straightforward, while ensuring compliance. Also, contribute to internal process improvements.
3. Maintain a catalog of software and cloud products.
4. Make a strong effort to understand internal system tools related to software and cloud products, product knowledge, and sales operation flows. Be able to explain these to both internal sales teams and external customers.
5. Handle daily order management tasks.
6. Manage invoice billing and oversee refund/adjustment control processes in collaboration with multiple teams.
7. Handle onboarding registration and maintenance for new business partners.
8. Follow Delegation of Authority (DoA) and governance for pricing process improvement, working with related teams including finance, billing, tax, legal, and sales.

Azure Opportunity Management:

1. Create Azure opportunities within Microsoft Dynamics 365, ensuring accurate tracking, reporting, and customer communication.
2. Azure Reconciliation for Key Resellers.
3. Run Azure reconciliation files for key resellers, ensuring accuracy and consistency in billing and usage data.
4. Collaborate with resellers to address discrepancies and resolve any issues promptly.

Collaboration and Teamwork:

1. Work closely with the operations/platform team to enhance platform and operational processes related to software and cloud business.
2. Maintain, create, and optimize operational materials for internal and external audiences, ensuring they are presented in a clear and easily understandable manner in the local language.
3. Provide coverage for operation tasks in other countries when team members are absent or on holiday.
4. Prepare and submit weekly reports to team leaders.
5. Respond to ad hoc requests from team leaders.

Qualifications:

1. Bachelor's degree in business, IT, or a related field.
2. Proven experience in CSP operations and Azure management.
3. Strong knowledge of Microsoft Dynamics 365 and Azure services.
4. Excellent problem-solving and analytical skills.
5. Strong communication and interpersonal skills.
6. Detail-oriented and organized with the ability to manage multiple tasks.
7. Ability to work collaboratively in a team environment.
8. Microsoft certifications related to Azure and CSP operations are a plus.