Partner Service Delivery Manager

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Oversee a designated portfolio of partners as the main point of contact for service delivery issues

• Establish a consistent engagement routine, including virtual business reviews and operational checkpoints

• Build relationships with partner stakeholders at both operational and leadership levels

• Evaluate partner performance and business trends to shape engagement strategies

• Ensure that partners adhere to HP service delivery standards, SLAs, and compliance requirements

• Track performance metrics and foster continuous improvement

• Assist in resolving service delivery challenges and escalations

• Guide partners towards proactive and predictive service delivery models

• Enable partners on HP service delivery programs, tools, and platforms

• Encourage the adoption of HP services, including telemetry-based solutions, MPS, and Premium+

• Aid in onboarding, renewals, and ongoing partner readiness initiatives

• Ensure partners uphold necessary certifications and capabilities

• Collaborate with HP sales, channel, supply chain, and technical teams

• Provide service delivery expertise on partner agreements and initiatives

• Monitor KPIs such as customer and partner satisfaction, SLA compliance, operational performance, and program adoption

• Offer insights and recommendations to enhance partner performance and experience

⛳️ Requirements

• Bachelor’s degree or equivalent experience in business, operations, or a related field

• Background in service delivery, operations management, or partner/account management

• Excellent communication and stakeholder management abilities, including remote engagement

• Capability to manage multiple partners and priorities in a dynamic environment

• Analytical mindset with experience in utilizing data to inform decisions

• Familiarity with working in a channel or partner ecosystem

• Understanding of HP service offerings, tools, or delivery models

• Experience with service performance metrics and KPI management

• Multilingual skills (e.g., Spanish or Portuguese) for regional support

🏝️ Benefits

• Fully remote position with regular virtual interactions

• Flexible support for various time zones

• Equal opportunity employment

• Inclusive work environment