Job Description

Partner Service Delivery Manager

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Partner Service Delivery Manager (PSDM) for UK and Ireland

At HP, we believe technology should make life better for everyone, everywhere. As a global leader in personal computing, printing, and solutions, HP operates in over 170 countries, combining innovation, sustainability, and customer centricity to deliver meaningful impact at scale. Our success is built on empowered people, strong values, and a relentless focus on customer experience.

The Customer Support Field & Channel organisation plays a critical role in delivering on HP’s customer promise. Operating at the intersection of field service providers, channel partners, supply chain, and commercial teams, we ensure service excellence and contractual commitments across complex and dynamic market environments.

As a Partner Service Delivery Manager (PSDM) for the UK & Ireland, you will manage a portfolio of channel delivery partners, owning operational performance, service quality, and continuous improvement. You will act as a key interface between HP and its partners, ensuring consistent delivery against agreed standards and driving a high-performance service ecosystem.

Job specifics/responsibilities:

• Lead new partner onboarding, ensuring effective setup and smooth integration into HP processes

• Educate partners on the engagement model, driving self-sufficiency and operational excellence

• Deliver operational training (e.g. Operations Guide, tools, and ways of working with HP)

• Communicate updates to Operations Guides, programmes, and processes

• Act as the primary point of contact for partner enquiries, taking end-to-end ownership of requests and ensuring timely resolution

• Build and maintain strong, collaborative relationships with assigned partners and internal stakeholders

• Ensure partners submit accurate and compliant financial and warranty claims

• Monitor partner performance against operational targets

• Share relevant operational data and insights with partners to support performance and decision-making

• Drive regular business reviews (monthly/quarterly), covering performance, priorities, and improvement opportunities

• Identify and drive continuous operational improvements across assigned accounts

• Gather feedback, anticipate partner needs, and represent them within HP

• Ensure high levels of customer satisfaction in partner service delivery

• Assess partner capabilities against programme requirements and lead gap closure actions where needed

• Take ownership of escalations and critical issues, driving resolution to a satisfactory outcome

• Support, motivate, and influence partners to achieve agreed business objectives

• Collaborate closely with country/region channel teams, participating in key reviews and governance forums

Key deliverables/accountabilities:

• Ensure that assigned channel partners deliver high quality services to customers

Working relationships:

Internal

• EMEA remote PSDM Team

• EMEA CS Region/Sub-region/Country/Tower Teams

External

• Channel Partners Representatives

Education (degree) and professional experience required:

• Bachelor/Master in Business or related

• Experience in virtual team environment

• 1-2 years of experience in service delivery

• Understanding of channel partner business model

Other requirements:

• Fluent in written and verbal English is a must.

Personal skills and qualities:

• Excellent communication and influencing skills

• Strong customer-centric mindset

• Positive, proactive, and “can-do” attitude

• Creative problem-solving with the ability to think beyond standard approaches

• Analytical and data interpretation skills, including root cause analysis

• Understanding of global business processes and the impact of change

• Ability to perform effectively in a fast-paced, high-pressure environment with tight deadlines

• Builds and maintains strong relationships with internal and external stakeholders

• Proactively identifies risks and drives issues to effective resolution

• Comfortable working in virtual, cross-cultural team environments

• Highly organised and methodical, with strong analytical capabilities

• Self-motivated with a strong sense of ownership

• Collaborative team player with excellent interpersonal skills

Technical skils (procedures and documents the employee has to be acquainted with):

• Proficiency in Microsoft Office

• Ability to apply AI tools to enhance productivity and decision-making

• Reporting and data management capabilities, including business analysis skills

• Lean Six Sigma certification is considered an advantage

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United Kingdom)

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"