Partner Service Delivery Manager (PSDM)

Description -

Job scope/summary:

Manage all operational matters and quality performance related to assigned 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 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

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 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.

We love our work environment and career growth journey. We think you will too:

• Inspirational and collaborative team that supports your growth
• Various career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.)
• The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impact

What do we offer:

• Additional medical insurance
• Life insurance
• Additional days paid leave
• Food vouchers
• Wellness program (incl. sport cards)
• Work-life balance support including work from home opportunities

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"