Partner Service Delivery Manager

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

📋 Description

• Oversee a specific portfolio of partners as the main point of contact for matters related to service delivery.

• Create a consistent schedule for engagement, which includes virtual business reviews (QBRs) and operational check-ins.

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

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

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

• Track performance metrics and promote ongoing improvement initiatives.

• Assist in the resolution of service delivery challenges and escalations.

• Steer partners towards proactive and predictive service delivery approaches.

• Equip partners with knowledge of HP's service delivery programs, tools, and platforms.

• Encourage the utilization of HP services, which include telemetry-based solutions, MPS, and Premium+ offerings.

• Aid in onboarding, renewals, and continuous partner readiness efforts.

• Ensure partners uphold necessary certifications and competencies.

• Work in collaboration with HP's sales, channel, supply chain, and technical teams.

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

• Align internal stakeholders to enhance outcomes for both partners and customers.

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

• Offer insights and recommendations to enhance partner performance and overall 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 proficiency.

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

• Analytical mindset with a proven track record of using data for decision-making.

• Experience within a channel or partner ecosystem.

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

• Knowledge of service performance metrics and KPI management.

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

• Ability to work effectively in a remote, virtual setting.

• Flexibility may be required to accommodate different time zones.

🏝️ Benefits

• Fully remote work arrangement.

• Regular virtual engagement opportunities.

• Collaboration with teams and partners located in various geographic regions.

• Equal opportunity and inclusive work environment.