Partner Service Delivery Manager

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

📋 Description

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

• Establish a consistent engagement schedule that includes virtual business reviews (QBRs) and operational checkpoints.

• Cultivate robust 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 service delivery standards, SLAs, and compliance mandates.

• Track performance metrics and promote continuous improvement.

• Assist in resolving service delivery challenges and escalations.

• Lead partners in transitioning to proactive and predictive service delivery models.

• Equip partners with knowledge about HP service delivery programs, tools, and platforms.

• Encourage the uptake of HP services, including telemetry-based solutions and service offerings (e.g., MPS, Premium+).

• Facilitate onboarding, renewals, and ongoing partner readiness initiatives.

• Collaborate with HP sales, channel, supply chain, and technical teams to enhance partner success.

• Monitor and manage key performance indicators such as customer and partner satisfaction (sNPS), SLA compliance, operational performance metrics (e.g., resolution time, first-time fix), and program adoption rates.

⛳️ Requirements

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

• Proven experience in service delivery, operations management, or partner/account management.

• Excellent communication and stakeholder management abilities, including remote engagement proficiency.

• Capacity to juggle multiple partners and priorities in a dynamic environment.

• Analytical mindset with a track record of using data to influence decisions.

• Background in working within a channel or partner ecosystem.

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

• Experience in managing service performance metrics and KPIs.

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

🏝️ Benefits

• Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.