Manager - Americas Channel Support

Description -

Manager, Partner Service Delivery (MG1) – Costa Rica

Job Summary

Leads a team of ~15 resources in LATAM responsible for driving operational performance, partner experience, and service delivery excellence across a portfolio of Channel Partners.

This role is accountable for ensuring consistent partner engagement, strong execution of service delivery programs, and alignment between sales and post-sales operations to maximize service adoption and partner satisfaction.

Key Responsibilities

People Leadership & Execution

• Lead, coach, and develop a team of ~15 members supporting Channel Partners
• Establish clear performance expectations, operating rhythms, and accountability for results
• Drive engagement, capability development, and consistent execution across the team

Partner Engagement & Governance

• Ensure consistent partner engagement cadences, including regular stakeholder meetings and Quarterly Business Reviews (QBRs)
• Oversee partner portfolio management to ensure strong alignment with business objectives and service delivery strategies
• Strengthen strategic engagement with top partners to drive long-term growth and partnership health

Operational Performance & Service Delivery

• Drive achievement of key operational metrics (e.g., PPSN, FTF) through structured reviews and action plans
• Ensure partners are enabled to effectively utilize service delivery tools, platforms, and processes
• Oversee escalation management to ensure timely resolution and strong partner communication

Program Adoption & Enablement

• Drive adoption of service delivery programs, tools, and platforms to improve efficiency and customer experience
• Guide PSDMs in supporting partner onboarding, renewals, and ongoing lifecycle management of programs
• Reinforce PSDM role as a trusted advisor focused on service enablement and growth

Compliance, Risk & Continuous Improvement

• Ensure compliance with service delivery requirements, audits, and partner qualifications
• Identify operational gaps and implement corrective actions with partners
• Drive continuous improvement through standardization, data-driven insights, and process optimization

Cross-Functional Collaboration

• Partner with Sales, Business Development, and Operations teams to align on partner strategy and service delivery priorities
• Ensure consistent and unified communication to partners across all functions

Qualifications

Required

• Bachelor’s degree or equivalent experience
• 5+ years of experience in services delivery, partner management, operations, or customer success
• 2+ years of people management experience
• Strong leadership, coaching, and performance management capabilities
• Ability to manage through KPIs and operational metrics

Preferred

• Experience in channel or partner ecosystems
• Experience leading distributed or regional teams
• Strong understanding of service delivery programs and operational compliance
• Proven ability to drive adoption of tools, platforms, and process improvements

Success Measures

• Partner experience and engagement outcomes
• Achievement of operational KPIs (e.g., PPSN, FTF)
• Program adoption and service activation rates
• Escalation resolution effectiveness and compliance performance

Why Join Us

• Lead a high-impact team at the center of Channel Partner success
• Play a key role in driving services growth and operational excellence
• Opportunity to influence transformation of service delivery and partner experience

Equal Opportunity Statement

HP is an equal opportunity employer and makes employment decisions based on merit, qualifications, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"