Partner Service Delivery Manager (PSDM) with English and French

Description -

Job scope/summary: 

Manage all operational matters and quality performance related to assigned PPS 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 Ops 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 

• 2-3 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 French 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 

• Influencing skills and 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 tool /Data management 

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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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"