Manager - Partner Services Operations

Role Description

Partner Program Management

• Manage the SCS partner-delivered services operating model.

• Maintain the approved and preferred partner portfolio.

• Support partner onboarding, engagement, and governance processes in partnership with Services Operations.

• Develop and maintain partner rules of engagement, workflows, and operating procedures.

• Identify coverage gaps and partner capability needs.

Opportunity & Engagement Operations

• Serve as the central intake point for partner-delivered services opportunities.

• Coordinate opportunity routing and partner assignment based on capability, availability, and business priorities.

• Facilitate engagement handoffs between sellers, practices, delivery partners, and services teams.

• Monitor active engagements and ensure adherence to program processes.

• Manage a team of project coordinators to ensure project milestones are met and customer expectations are fulfilled.

Partner Relationship & Performance Management

• Conduct regular partner business reviews.

• Manage partner scorecards and performance reporting.

• Track partner utilization, revenue contribution, margin performance, customer outcomes, and engagement health.

• Coordinate the resolution of partner-related operational issues and escalations.

• Drive continuous improvement across partner-delivered services.

Governance & Reporting

• Maintain program governance standards and controls.

• Produce executive reporting on program health, partner performance, delivery risks, and operational metrics.

• Monitor compliance with engagement standards, partner requirements, and program expectations.

• Support the development of governance forums, dashboards, and business reviews.

Cross-Functional Coordination

• Partner closely with Sales, Alliances, Practice Leaders, Delivery Leadership, and Services Operations.

• Support service attach initiatives and strategic partner motions.

• Coordinate capacity planning and demand forecasting activities.

• Ensure alignment between partner-delivered services strategy and execution.

Success Measures

• Partner-delivered services revenue growth.

• Services attach rate.

• Partner utilization and capacity alignment.

• Opportunity routing and engagement cycle times.

• Customer satisfaction and delivery outcomes.

• Partner performance scorecard attainment.

• Margin and profitability targets.

• Reduction in engagement exceptions and escalations.

• Adoption of approved partner-delivered services processes.

Behaviors and Competencies

• Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.

• Analytical Thinking: Can use advanced analytical techniques to solve complex problems, draw insights, and communicate the solutions effectively.

• Business Acumen: Can develop and execute business plans to drive growth and profitability.

• Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs.

• Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.

• Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.

• Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.

• Decision-Making: Can facilitate group decision-making processes, build consensus, and commit to a course of action even in the face of uncertainty.

• Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.

• Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.

Skill Level Requirements

• Strong operational process design and governance capabilities.

• Ability to develop and maintain workflows, operating procedures, and engagement models.

• Strong stakeholder management and cross-functional leadership skills.

• Ability to influence and drive outcomes without direct authority.

• Strong analytical, organizational, and problem-solving abilities.

• Ability to build and present executive reporting, dashboards, scorecards, and business reviews.

• Strong relationship management skills with internal stakeholders and external partners.

• Ability to manage multiple priorities in a fast-paced, matrixed environment.

• Strong communication, coordination, and collaboration skills.

Other Requirements

• Completed Bachelors Degree

• 5+ years of experience in business operations, partner operations, program management, services operations, or related functions.

• Experience working with technology partners, professional services organizations, or managed services organizations.

• Experience managing partner engagement processes, governance activities, and operational programs.

• Experience supporting opportunity routing, capacity planning, demand forecasting, and service delivery operations.

• Experience managing teams and ensuring project milestones and customer expectations are met.

• Ability to travel 20%

Preferred

• Experience with Microsoft, AWS, Google Cloud, ServiceNow, or other enterprise technology ecosystems.

• Experience in services delivery, project operations, or partner management.

• Knowledge of partner-delivered services business models.

• Experience supporting sales and services organizations.

• 1+ years of management experience