Operational IT Partner Manager

A leading global provider of technology services and solutions is looking for an Operational IT Partner Manager to join its team.

Job Objective

Ensure the day-to-day value, compliance, and performance of third-party IT partners, contractors, and service providers in LATAM. This role acts as the primary liaison between internal delivery teams, external partners, and customers, focusing on service delivery reliability, adherence to Service Level Agreements (SLAs), and the swift resolution of operational issues to maintain seamless IT services.

Key Responsibilities

• Performance Management: Establish, monitor, and report on partner performance against contractual SLAs and KPIs (uptime, response time, and resolution rates)
• Operational Governance: Lead regular operational review meetings with key partners, including weekly service reviews and monthly performance deep dives
• Issue Resolution & Escalation: Act as the first point of contact for critical operational disruptions, driving timely resolution and Root Cause Analysis (RCA)
• Partner Scorecarding: Maintain data-driven performance scorecards and dashboards to proactively identify service gaps and trends.
• Contract Compliance: Ensure partner adherence to contractual terms, Statements of Work (SOWs), and regulatory standards (security and data protection)
• Invoice Validation: Review and process partner invoices against contract pricing and usage metrics in coordination with Finance.
• Relationship Management: Serve as the daily communication bridge between partners and internal business owners, translating data into business insights.
• Continuous Improvement & Risk: Drive continuous service improvement (CSI) initiatives and monitor operational risk exposure (single points of failure, business continuity)

Requirements

• Experience: Minimum of 3–5 years of direct experience in an IT role with a focus on partner management, Service Delivery Management, or IT Operations.
• Technical Knowledge: Knowledge of IT services, infrastructure (Cloud/SaaS, Networks, End-User Computing), and common IT delivery models.
• Operational Proficiency: Demonstrated experience setting up and managing performance metrics (SLAs, KPIs) and leading formal service review meetings.
• Soft Skills: Exceptional communication, diplomatic negotiation, and conflict resolution skills to manage challenging operational discussions effectively.
• Procurement: Lead negotiations and commercial conversations with partners and direct contractors.

Languages: Full professional proficiency in both English (Bilingual). 

Workplace: Remote / Work from Home