Role: Partner Services Manager
Overview
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
Partner & Vendor Management
- 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
- Ensure alignment between multiple service providers
- Identify gaps, overlaps, and opportunities for improvement
- Support onboarding and integration of new partners
Key Partners / Suppliers
- 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
- Salary: £70,000 + £10,000 bonus
- Bonus: Personal performance bonus included
- Location: Milton Keynes (preferred) or London