Partner Service Delivery Manager

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

📋 Description

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

• Create a consistent engagement schedule, incorporating virtual business reviews and operational checkpoints.

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

• Evaluate partner performance and business trends to guide engagement strategies.

• Ensure partners adhere to HP's service delivery standards, SLAs, and compliance requirements.

• Track performance metrics and drive ongoing improvements.

• Assist in resolving service delivery problems and escalations.

• Direct partners towards proactive and predictive service delivery models.

• Equip partners with knowledge of 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 continuous partner readiness initiatives.

• Ensure partners uphold necessary certifications and capabilities.

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

• Provide expertise in service delivery for partner deals and initiatives.

• Align with internal stakeholders to enhance partner and customer outcomes.

• Monitor and manage 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 skills, including remote engagement capabilities.

• Proficiency in managing multiple partners and priorities in a dynamic environment.

• Analytical mindset with experience in utilizing data to inform decisions.

• Experience working within a partner or channel ecosystem.

• Familiarity with HP service offerings, tools, or delivery models.

• Knowledge of service performance metrics and KPI management.

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

• Strong focus on customer and partner satisfaction.

• Results-oriented and accountable.

• Effective collaboration and cross-functional influence skills.

• Strong problem-solving and analytical thinking capabilities.

• Ability to function efficiently in a remote, virtual environment.

🏝️ Benefits

• Fully remote role.

• Regular virtual engagement.

• Flexibility to accommodate different time zones.