Service Partner Manager

About the role

The Partner Manager plays a pivotal role in leading, managing, and optimizing our network of partner companies to ensure the successful delivery of ECM solutions. This role is responsible for establishing a strategic framework that oversees external partnerships, aligning them with internal Professional Services teams. The Partner Manager ensures that partners possess the necessary expertise to deliver outstanding ECM projects, achieve customer success, and stay ahead of evolving industry trends.

A key aspect of this role involves providing operational leadership for external partners, setting clear expectations, while fostering long-term, trust-based relationships. The Partner Manager also collaborates closely with internal departments to support strategic business objectives and continuously improve partner performance.

Key responsibilities

• Build, maintain, scale and strategically develop our service delivery partner network to ensure high-quality project execution.
• Serve as the primary point of contact for partner companies and coordinate their collaboration with internal teams.
• Assume responsibility for the operational leadership and management of partners, ensuring smooth and efficient project execution.
• Develop and implement an effective partner management framework to oversee external resources.
• Define and implement a partner enablement strategy, ensuring partners have the necessary skills, tools, and methodologies.
• Support partners in meeting quality standards, deadlines, and budget requirements, in conjunction with Project Managers and Delivery managers.
• Continuously identify, assess, and onboard new service partners based on project delivery needs and organizational goals.
• Establish partner performance metrics (KPIs: Partner Onboarding Time, Partner Utilization, Trainings & Certification Completion with SER Academy, Partner Revenue) and conduct regular performance reviews with partners to derive actionable improvements.
• Facilitate knowledge sharing, training, and best practices between partners and internal teams.
• Drive partner accountability, ensuring alignment with our project delivery standards and customer success goals.

Skills and competencies

• Degree in Business Informatics, Business Administration, Computer Science, or a comparable qualification.
• Several years of professional experience in partner management, managing IT service providers or IT service delivery within the software industry.
• Proven experience in operational leadership of external teams or partners, especially in complex IT projects.
• Strong understanding of software projects and their implementation, a background in ECM solutions or enterprise software is preferred.
• Excellent communication and negotiation skills with confidence in interacting at all organizational levels.
• Structured, analytical, and solution-oriented working style.
• High social competence and the ability to motivate, enable and hold partners accountable.
• Fluency in English, while being fluent in German is an advantage.