Partner Service Delivery Manager with English and Spanish (Temporary Position)

Job specifics/responsibilities:

• New Partner Setup
• Educate partners – self-sufficiency/engagement model.
• Deliver operational trainings (Ops guide, how to interface with HP, etc.)
• Communicate Operations 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

Working relationships:

Internal

• PPS EMEA CSS RSPM Team;
• PPS EMEA CSS Region/Sub-region/Country/Tower Teams

External

• Channel Partners Representatives

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 and Spanish is a must.
• Fluency in other European languages is an advantage

Personal skills and qualities:

• Strong communication skills; Positive can-do attitude; Customer centric approach
• Out of the box thinking – able to find solutions
• Strong communication and 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/Data management/Business analyses will be considered an advantage.