Our client is looking for a Partner Manager.
We are seeking a skilled consultant to manage the transition of our service desk operations within an internal transformation project. The consultant will be responsible for overseeing vendor management, improving service delivery processes, and ensuring the successful implementation of new outcome-based contracts and KPIs.
Responsibilities:
- Manage the transition of service desk operations.
- Oversee vendor management and ensure compliance with SLAs and KPIs.
- Develop and implement frameworks and processes to improve service delivery.
- Act as a bridge between the digital workplace and IT partners.
- Balance contract management with relationship building.
- Define and implement a partner intake model for projects and BIO.
- Collaborate with key stakeholders, including the digital workplace product owner and business units.
- Build a partner steering framework on which the service delivery managers can leverage their tactical skills in current and future partnerships.
Requirements & Qualifications:
- Proven experience in vendor management, SLA management, and change management.
- Experience in developing and implementing frameworks and processes.
- 4 – 5 years of experience in a similar role.
Must-Have Skills:
- Strong communication and stakeholder management skills:
- Excellent verbal and written communication skills: The ability to effectively communicate with various stakeholders, both internal and external.
- Relationship management: Experience in building and maintaining strong relationships with partners, including managing expectations and resolving conflicts.
- Balancing contract and relationship: The ability to find a balance between adhering to contractual obligations and building a good working relationship with partners.
- Ability to work with various levels of profiles, from operational to higher management:
- Flexibility and adaptability: The ability to effectively communicate and collaborate with employees at all levels within the organization.
- Understanding operational and strategic needs: Skill in understanding and addressing the needs and concerns of both operational teams and strategic leaders.
- High-level understanding of technical concepts related to service delivery:
- Vendor management: Managing and optimizing relationships with suppliers, including selecting suppliers, negotiating contracts, monitoring performance, and resolving issues.
- SLA management: Ensuring that the agreements on the quality and performance of services, as outlined in SLAs, are adhered to. This includes monitoring performance, reporting on compliance, and addressing deviations.
- Developing and implementing frameworks:
- Framework development: Creating structures and guidelines for carrying out specific tasks or projects to promote consistency and efficiency.
- Process improvement: Developing and implementing processes to improve and standardize service delivery.
- Change management:
- Change management: Experience in guiding teams and organizations through change processes, including developing strategies to overcome resistance to change and promoting acceptance.
- Tactical management: The ability to guide operational teams towards a more tactical approach to partner management.
Nice-to-Have Skills:
- Experience with Office 365 and other relevant software applications used .
- Experience in the telecom sector.
