The Partner Services Manager is a service delivery and ecosystem governance role focused on managing external partners and ensuring high-quality service outcomes for clients.
This is not a sales role and has no involvement in sales activity or revenue generation. The focus is exclusively on service performance, partner management, governance, and customer outcomes.
Key Responsibilities
* Manage and maintain relationships with strategic service partners and vendors
* Oversee day-to-day service delivery across the partner ecosystem
* Act as the primary escalation point for partner-related service issues
* Ensure partners meet contractual and operational obligations
Service Delivery & Customer Success
* Oversee services delivered to clients through third-party partners
* Ensure consistent service quality and adherence to SLAs
* Support customer success through effective partner coordination
* Drive resolution of service delivery issues and incidents
Governance & Compliance
* Establish and maintain governance frameworks across all partners
* Ensure compliance with internal standards, policies, and contractual requirements
* Conduct regular service reviews and performance audits
* Maintain documentation and governance reporting standards
Performance Management & KPIs
* Define, track, and report on partner performance metrics and KPIs
* Produce regular performance dashboards and service reports
* Drive continuous improvement across the partner ecosystem
Ecosystem Management
* Manage and optimise the wider partner ecosystem
* Identify gaps, overlaps, and opportunities for improvement
* Support onboarding and integration of new partners
* Park Place Technologies
* Technomove
* Nebula
* Corner365
* Glue
Requirements & Experience
* Proven experience in vendor, supplier, or partner management
* Strong background in service delivery management or IT service operations
* Experience defining, implementing, and tracking performance metrics and KPIs
* Ability to manage multiple stakeholders across internal and external teams
* Strong governance and operational discipline
* Excellent communication and relationship management skills
Package & Location
* Bonus: Personal performance bonus included
* Location: Milton Keynes (preferred) or London
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