Partner Service Delivery Manager
Description -
To manage HP delivery related activities in North America in the Commercial Indirect Market for a set of partners:
- ensure operational excellence and customer satisfaction,
- contribute to securing and developing HP business, from HW to services,
- turn HP support & services into a key sales differentiator,
- take an active and leading role in projects to improve customer services.
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:
- Typically 5+ years experience in directly related business.
- Typically first level university degree or equivalent work experience .
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, SharePoint, Teams.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (Costa Rica)
Travel -
No
Relocation -
No
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.
If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement