Partner Service Delivery Manager (PSDM)
Description -
*Please be notified that this is a temporary position for maternity cover!
Job scope/summary
Manage all operational matters and quality performance related to assigned PPS channel partners.
Job specifics/responsibilities
- New Partner Setup
- Educate partners – self sufficiency/engagement model
- Deliver operational trainings (Ops guide, how to interface with HP, etc.)
- Communicate Ops guide changes, program changes, etc.
- Be the main point of contact for all matters pertaining to partner enquiries, acting as first line contact and taking ownership for queries end to end.
- Ensure a close working relationship with assigned accounts.
- Ensure assigned partners make correct financial warranty claims where applicable
- Ensure all assigned accounts are meeting operational targets within Accreditation metrics
- Ensure assigned partners deliver high quality customer satisfaction in service delivery to customers.
- Take ownership of partner issues and work to satisfactory resolution
- Support and motivate channel Partners to achieve end results
- Help to drive operational improvements for assigned accounts
- Act as escalation point for all partner escalations
- Work under own initiative and take ownership of issues, ensuring best in class support to partners and customers
- Develop a very close working relationship with (country/region) channel team, attending all reviews when required
Key deliverables/accountabilities
- Ensure that assigned channel partners deliver high quality services to customers
Education (degree) and professional experience required
- Bachelor/Master in Business or related
- Experience in virtual team environment
- 1-2 years of experience in service delivery is an advantage
- Understanding of channel partner business model is an advantage
Other requirements
- Fluent in written and verbal English is a must.
- Fluency in written and verbal Spanish is a must.
Personal skills and qualities
- Strong communication skills
- Positive can-do attitude
- Customer centric approach
- Out of the box thinking – able to find solutions
- Influencing skills
- Excellent teamwork skills
- Able to apply tools and technology to produce results
- Able to understand global business processes and identify impact of change
- Able to work in a pressured environment working to tight timescales
- Ability to generate strong relationships internally and externally
- Ability to identify potential issues early on and work them to a satisfactory conclusion
- Ability to operate effectively within a virtual (cross-cultural) team
- Organized and methodical approach , analytical skills
- Self-motivated
- Team player
Technical skills (procedures and documents the employee has to be acquainted with)
- MS Office
- Reporting tool /Data management
*Please be notified that this is a temporary position for maternity cover!
We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!
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Job -
Services
Schedule -
Full time
Shift -
Standard Shift (Bulgaria)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
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