Job Purpose:  

The Cloud Systems & Services team is responsible for optimizing the business processes and operational capabilities required to support Cloud and recurring Software license models. This includes delivering scalable shared services through TD SYNNEX-owned Shared Service Centers and selected service partners.

The Cloud Marketplace, Processes & Operational Monitoring Manager will lead a team of analysts and specialists responsible for designing, implementing and continuously improving scalable central operational processes and monitoring services aligned with TD SYNNEX’s Cloud and platform offerings across EMEA.

A key element of the role is to ensure that TD SYNNEX has appropriate operational processes and monitoring capabilities to identify and manage exceptions across Cloud consumption-based businesses. This includes supporting the monitoring team, coordinating investigations and escalations, ensuring effective stakeholder communication, and driving continuous improvement based on operational incidents and lessons learned.

The role will enable resellers and local sales teams by ensuring effective management of queries and incidents, supporting the introduction of new Cloud solutions and associated products and services into the marketplace, and accelerating time to revenue through the development, improvement and consolidation of end-to-end processes.

The team will collaborate across Business Units, Sales, Operations, Technology, Support, Finance/Credit and key vendor stakeholders to develop scalable operational models and deliver high-quality services aligned with agreed KPIs and business expectations.

People & Operational Leadership

• Manage and coordinate resources across onshore and offshore service organizations.
• Ensure high standards of customer and partner service across the team’s operational responsibilities.
• Build a culture of accountability, continuous improvement, collaboration and operational excellence.
• Define and monitor operational KPIs, SLAs and service performance.

Cloud Marketplace & Process Management

• Design, implement and continuously improve scalable end-to-end operational processes supporting Cloud marketplaces, eCommerce platforms and recurring consumption-based business models.
• Enable Sales, Business Units, resellers and partners by providing structured operational support for platform queries, incidents, escalations and new Cloud solutions.
• Identify opportunities to simplify, standardize and automate processes, reducing manual intervention and improving speed to revenue.
• Ensure customer enquiries and operational escalations are effectively managed, resolved and closed within agreed service levels.
• Drive weekly and monthly operational communications, KPI reviews and business reporting.

Operational Monitoring Capabilities

• Develop and oversee operational monitoring capabilities for Cloud consumption-based services, including the identification of consumption patterns and unusual account behavior.
• Coordinate with Business, Sales, Support, Technology, Finance/Credit and vendor teams when unusual Cloud consumption is identified.
• Ensure incidents are appropriately documented, tracked and analyzed to provide clear ownership, traceability and management visibility.
• Support vendor-specific escalation and credit recovery processes where fraudulent or unauthorized consumption results in financial exposure.
• Translate lessons learned from operational and fraud-related incidents into preventive controls, process enhancements, monitoring improvements and partner/customer best practices.
• Promote proactive monitoring capabilities around consumption anomalies, account activity, access controls, unused accounts and security-related operational indicators.
• Support the development of scalable dashboards, alerting mechanisms, reporting and automation to improve detection and operational decision-making.

Knowledge, Skills and Experience:

• Solid understanding of E-commerce with a good technical background.
• Good level of Excel and MS office skills
• People management skills
• English is required and other language skills a benefit but not essential
• Self-motivated and proactive
• Strong Interpersonal skills (i.e Communication)
• Ability to work as part of a team
• Understanding of multi-cultural environments
• Proven track record building relationships at board level
• Ability to lead reviews and provide clear analysis, to ensure project specification is fully implemented.
• Experience in a fast moving sales environment
• Awareness of change management principles

At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!