Partner Service Delivery Manager
Manage a portfolio of channel delivery partners
Be the Channel Partner Advocate and main entry point for partners
For service managers (and operations managers) at major partners deploying & supporting HP’s portfolio. be the expert and trusted advisor for delivery programs & process related topics.
Ie. warranty, parts, tools, processes, etc.
Proactive partner support
Drive monthly or quarterly business reviews, covering all relevant topics for partners & HP CS.
Gather feedbacks, anticipate, and understand partner needs from HP
Be a trusted advisor, ensure that partners get the right delivery program understanding Maintain understanding of partners business environment, challenges, industry trends or opportunities.
Promote HP strategies, products & solutions that will help partners to meet their business objective (serviceability, diagnostics etc ).
Reports identified opportunities to sales stakeholders. Identify and address (training, improvement plans) broken processes, communication issues, operational expertise gaps, product quality deviations.
Drive change with partners for any channel delivery programs or tool evolution. Communicate any relevant document Ensure that partners get the right understanding of HP CS delivery programs & operating models’ evolution
Share with partners and explain any operational data relevant to their business.
Reactive partner support
Be accountable for timely resolution of any process or delivery issue faced by partners Act as an escalation point to ensure any reported issue is timely and satisfactory resolved, engaging the right HP stakeholders for complex problems (customer & quality assurance technical experts,) Keep partners informed about resolution progress
Be the expert partner entry point for HP stakeholders for operations related matters
Build a close relationship with HP sales, country, and central teams. Represents and advocates partners needs within HP, both reactively and proactively (may be requested to contribute to transformation projects as a subject matter expert) For top partners, team up with PBM & other country stakeholders.
Stay mutually informed about partner top topics, share any sales opportunity identified
Account & operations management
Ensure that partner capabilities & setup meets program guide expectations. Take any appropriate action to fix identified gaps.
Drive partners assessment, interfacing with partners to gather required information Deploy service programs and programs changes, training Train partners on programs, engagement model with HP (Service Delivery guides) & HP expectations Provide access to all relevant documents, tools, reports Ensure contractual conditions are understood and accepted (signed if relevant) Actively engage in renewal process.
If required, drive offboarding with partners & HP Drive compliance investigations and corrective actions, proactively, or on request from compliance teams.
Audit orders, claims and service qualifications. Identify any deviations and address them with partners & relevant HP stakeholders
Performance management Drive performance reviews (monthly or quarterly). Drive partners to meet or exceed the program requested criteria (KPIs).
If deviations, take any appropriate action to get partner performance back at expected levels Drive Customer satisfaction
Education and Experience Required :
Bachelors or Master’s degree in Business Management, Engineering, Computer Sciences, or equivalent
Project management certification such as PMP / PMI / Lean Six Sigma certification preferred.
8 to 10 years of work experience with at least 3-5 years in managing support operations through Service Providers and Channel Partners.
Knowledge and Skills :
Ability to collaborate efficiently with multiple teams internal and external to deliver seamless service delivery to customers.
Excellent analytical and problem-solving skills with ability to work independently or in teams.
Demonstrated business acumen and successful experience managing all aspects of programs, including communicating with stakeholders and directing matrixed teams and resources.
Excellent written and verbal communication skills; mastery in English and local language.
Ability to effectively communicate program plans, proposals, and results, and negotiate options at senior management levels.
Strong people and stakeholder management skills