[Hiring] Partner Service Delivery Manager @HP

Role Description

HP is seeking a Remote Partner Service Delivery Manager (rPSDM) to support and enable partners in delivering high-quality services across the HP ecosystem. This role is responsible for managing a portfolio of partners, driving service delivery performance, and ensuring alignment with HP standards, programs, and customer experience expectations. The rPSDM acts as a trusted advisor to partners, focusing on post-sales service delivery, operational excellence, and the adoption of HP services and tools. This is a remote role requiring strong virtual engagement, cross-functional collaboration, and the ability to influence outcomes across a distributed partner network.

Key Responsibilities

• Partner Management & Engagement
  • Manage a defined portfolio of partners, serving as the primary contact for service delivery matters.
  • Establish regular engagement cadence, including virtual business reviews (QBRs) and operational checkpoints.
  • Develop strong relationships with partner stakeholders across operational and leadership levels.
  • Analyze partner performance and business trends to inform engagement strategies.
• Service Delivery Excellence
  • 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 in transitioning toward proactive and predictive service delivery models.
• Partner Enablement & Program Adoption
  • Enable partners on HP service delivery programs, tools, and platforms.
  • Promote adoption of HP services, including telemetry-based solutions and service offerings (e.g., MPS, Premium+).
  • Support onboarding, renewals, and ongoing partner readiness activities.
  • Ensure partners maintain required certifications and capabilities.
• Collaboration & Stakeholder Alignment
  • Collaborate with HP sales, channel, supply chain, and technical teams to support partner success.
  • Provide service delivery expertise on partner deals and initiatives.
  • Align with internal stakeholders to drive improved partner and customer outcomes.
• Performance Management
  • Track and manage key performance indicators, including:
    • Customer and partner satisfaction (sNPS)
    • SLA compliance
    • Operational performance metrics (e.g., resolution time, first-time fix)
    • Program adoption rates
  • Deliver insights and recommendations to improve partner performance and experience.

Qualifications

• 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.

Preferred Qualifications

• 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.

Key Competencies

• Customer and partner focus.
• Results-driven and accountable.
• Strong collaboration and cross-functional influence.
• Problem-solving and analytical thinking.
• Ability to operate effectively in a remote, virtual environment.

Work Environment

• Fully remote role with regular virtual engagement.
• Collaboration with geographically distributed teams and partners.
• May require flexibility to support different time zones.

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.