Partner Service Delivery Manager

September 14, 2024

Heredia

To manage HP delivery related activities in North America in the Commercial Indirect Market for a set of partners:

Responsibilities:

Manage strategic partners across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation.
Manage communication with Partners (quarterly business reviews, management of regular communication, escalations)
Build strong interactions with sales and other key stakeholders.
Work jointly with the channel sales teams, being the Partner Business Managers (PBMs) companion in front of the partner, on all the support and services aspect of the business relationship.
Keep the trust of the partner at the highest level to make the Support a competitive advantage for HP.
Drive the appropriate performance analysis and corrective action plans to close the gap with objectives and goals on operational performance, cost and customer satisfaction.
Ability to perform deep dive investigation and the lead on complex issues, involving many functions, internal and external stakeholders, local and remote contacts.
Manage the change in the commercial channel segment, from investigation to deployment, on all the initiatives driven by the CSS Organization: IT infrastructure, supply chain model, new service and new support offer.
Assist partners with escalations and engage the right people into the various Support Functions to get fast resolution.
Communicate and report to the stakeholders in the Support Organization.

Education and Experience Required:

Knowledge and Skills:

Moderate knowledge of IT and services industry
Detailed oriented
Excellent written and oral communication skills in Spanish and English
Strong communication skills
Proficient with various office productivity applications: Excel, Power Point, Share Point, Teams.