Partner Service Delivery Manager
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Job Description
Remote Partner Service Delivery Manager enabling HP partners across Costa Rica to meet HP service standards. Driving program adoption, KPI performance, and customer experience improvements.
Responsibilities:
- Manage a defined portfolio of partners as the primary contact for service delivery matters
- Establish regular engagement cadence, including virtual business reviews and operational checkpoints
- Develop relationships with partner stakeholders across operational and leadership levels
- Analyze partner performance and business trends
- Ensure partners meet HP service delivery standards, SLAs, and compliance requirements
- Monitor performance metrics and drive continuous improvement
- Support resolution of service delivery issues and escalations
- Guide partners toward proactive and predictive service delivery models
- Enable partners on HP service delivery programs, tools, and platforms
- Promote adoption of HP services, including telemetry-based solutions, MPS, and Premium+
- Support onboarding, renewals, and ongoing partner readiness activities
- Ensure partners maintain required certifications and capabilities
- Collaborate with HP sales, channel, supply chain, and technical teams
- Provide service delivery expertise on partner deals and initiatives
- Track KPIs including customer and partner satisfaction, SLA compliance, operational performance, and program adoption
- Deliver insights and recommendations to improve partner performance and experience
Requirements:
- Bachelor’s degree or equivalent experience in business, operations, or a related field
- Experience in service delivery, operations management, or partner/account management
- Strong communication and stakeholder management skills, including remote engagement
- Ability to manage multiple partners and priorities in a fast-paced environment
- Analytical mindset with experience using data to drive decisions
- Experience working within a channel or partner ecosystem
- Knowledge of HP service offerings, tools, or delivery models
- Experience with service performance metrics and KPI management
- Multilingual capabilities (e.g., Spanish or Portuguese) for regional support
Benefits:
- Fully remote work arrangement
- Regular virtual engagement
- Flexibility to support different time zones
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