Partner Service Delivery Manager

**Who we are?**

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and one of the Fortune 100 Best Companies to Work For list in 2024, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.

**What can we do together?**

The Partner Service Delivery Manager (PSDM) manages the post-sales delivery relationship between HP and its Authorized Delivery Partners, which include HP Channel Resellers or other authorized service delivery companies. The PSDM is the main link between Delivery Partners and HP's Support & Service Delivery Organization and works with the sales team to align delivery activities with business goals.

Key responsibilities include guiding partners through process training, monitoring service compensation, reducing escalations, and managing partner support and control. The PSDM must ensure overall partner satisfaction.

**As a PSDM, you will**:

- Manage partners in the HP Amplify Delivery program.
- Oversee HP Customer Support performance in the Commercial segment though the managed partner set.
- Address process issues to improve Delivery Partners satisfaction.
- Drive service KPIs and implement corrective actions with partners.
- Handle technical escalations, connect to support teams, and prepare compliance audits.
- Track invoicing and financial waste KPIs.
- Collaborate with Partner Business Managers for growth opportunities.
- Participate in projects related to strategy or program changes that affect partners.

**Job specifics/responsibilities**:
**Operations**
- Accountable of operational performance at partner level
- Performance analysis and action plan to close the gap on operational performance, cost and customer satisfaction.
- Activity reporting.

**Quality**:

- Guide delivery partners through the partner life cycle management process, including selection, qualification, onboarding, education, communication, operational performance management, and compensation, in accordance with contractual obligations and HP-defined targets or Service Level Agreements.
- Facilitate and conduct quality assessments to implement process improvements and provide service quality advice to partners. This includes performing financial analysis and raising awareness of delivery costs.
- Evaluate partner needs concerning training and service qualification requirements.

**Relationship & governance**
- Serve as the point of contact for Delivery Partners within HP regarding guidance, program inquiries, and partner escalations.
- Provide direction and functional management when collaborating with Remote Service Partner Managers as a team.
- Act as the escalation point for sales, category issues, and exceptional case management.
- Manage communication with Delivery Partners through monthly or quarterly reviews, regular updates, and handling escalations.

**Technical**
- Act as the main contact within HP for channel delivery technical inquiries.
- Possess the ability to manage and comprehend technical questions without requiring expert-level knowledge.
- Oversee the technical skills and service qualifications of overall Delivery Partners.
- Maintain close communication with EMEA technical experts when necessary.

**Financial**

Cost control and predictability:

- Monitor open cases management governance process to prevent customer impacts and reduce monthly financial exposure.
- Propose and implement cost reduction programs to achieve savings.

**Business Management**
- Build and maintain relationships at the senior level within partner organizations to serve as a trusted advisor.
- Implement service programs and changes with partners, as necessary.
- Be responsible for tracking and following up on internal and external support partners' qualification criteria.
- Collaborate closely with Partner Business Managers.
- Support services growth by defining and monitoring partners' growth plans during the pilot phase.
- Serve as a liaison between the support category and partners for service value propositions and the deployment of new services.

**Who you are?**
- You have a strong background in service delivery, with a minimum of 3+ years of experience in managing complex projects and delivering high-quality results in a B2B environment.
- You have project management experience, demonstrating resilience and tenacity in overcoming challenges and achieving objectives.
- You possess excellent relationship management and communication skills enabling you to build and maintain long-term partnerships with key stakeholders and managing technical escalations.
- Knowledge of Lean6sigma and quality management principles is required to ensure operational excellence and adherence to best practices.
- A strong understanding of service delivery principles and a detail-oriented approac