Remote Partner Service Delivery Manager (rPSDM)

Location: Heredia, Heredia, Costa Rica

Time Type: Full time

Job Description

Remote Partner Service Delivery Manager (rPSDM)

Description -

Partner Service Delivery Manager (PSDM) – Remote

Job Summary

HP is seeking a Remote Partner Service Delivery Manager (rPSDM) to support and enable partners in delivering high-quality services across the HP ecosystem. This role is responsible for managing a portfolio of partners, driving service delivery performance, and ensuring alignment with HP standards, programs, and customer experience expectations.

The rPSDM acts as a trusted advisor to partners, focusing on post-sales service delivery, operational excellence, and the adoption of HP services and tools. This is a remote role requiring strong virtual engagement, cross-functional collaboration, and the ability to influence outcomes across a distributed partner network.

Key Responsibilities

Partner Management & Engagement

• Manage a defined portfolio of partners, serving as the primary contact for service delivery matters
• Establish regular engagement cadence, including virtual business reviews (QBRs) and operational checkpoints
• Develop strong relationships with partner stakeholders across operational and leadership levels
• Analyze partner performance and business trends to inform engagement strategies

Service Delivery Excellence

• Ensure partners meet HP service delivery standards, SLAs, and compliance requirements
• Monitor performance metrics and drive continuous improvement
• Support resolution of service delivery issues and escalations
• Guide partners in transitioning toward proactive and predictive service delivery models

Partner Enablement & Program Adoption

• Enable partners on HP service delivery programs, tools, and platforms
• Promote adoption of HP services, including telemetry-based solutions and service offerings (e.g., MPS, Premium+)
• Support onboarding, renewals, and ongoing partner readiness activities
• Ensure partners maintain required certifications and capabilities

Collaboration & Stakeholder Alignment

• Collaborate with HP sales, channel, supply chain, and technical teams to support partner success
• Provide service delivery expertise on partner deals and initiatives
• Align with internal stakeholders to drive improved partner and customer outcomes

Performance Management

• Track and manage key performance indicators, including:
  • Customer and partner satisfaction (sNPS)
  • SLA compliance
  • Operational performance metrics (e.g., resolution time, first-time fix)
  • Program adoption rates
• Deliver insights and recommendations to improve partner performance and experience

Required Qualifications

• Bachelor’s degree or equivalent experience in business, operations, or a related field
• Experience in service delivery, operations management, or partner/account management
• Strong communication and stakeholder management skills, including remote engagement
• Ability to manage multiple partners and priorities in a fast-paced environment
• Analytical mindset with experience using data to drive decisions

Preferred Qualifications

• Experience working within a channel or partner ecosystem
• Knowledge of HP service offerings, tools, or delivery models
• Experience with service performance metrics and KPI management
• Multilingual capabilities (e.g., Spanish or Portuguese) for regional support

Key Competencies

• Customer and partner focus
• Results-driven and accountable
• Strong collaboration and cross-functional influence
• Problem-solving and analytical thinking
• Ability to operate effectively in a remote, virtual environment

Work Environment

• Fully remote role with regular virtual engagement
• Collaboration with geographically distributed teams and partners
• May require flexibility to support different time zones

About the Role

The Partner Service Delivery Manager plays a critical role in ensuring HP partners are equipped to deliver services effectively and meet evolving customer expectations. This position is central to driving adoption of HP’s service delivery ecosystem and improving the overall partner and customer experience.

Equal Opportunity Statement

HP is an equal opportunity employer and makes employment decisions based on merit, qualifications, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Costa Rica)

Travel -

Relocation -

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