Program Manager, Global Service Partners
US Based Company for IT Services
PKR 725,000 • Published Date: • Pakistan (Hybrid)
Description
The Program Manager, Global Service Partners is a strategic leadership role responsible for partner governance, performance management, and service quality across the organization’s global service delivery network. This position serves as the primary point of contact and “quarterback” for service delivery partner engagements, establishing clear performance expectations and ensuring alignment with strategic, operational, and commercial objectives.
The Senior Program Manager partners with senior leaders, internal stakeholders, and cross-functional teams to measure results, lead Quarterly Business Reviews (QBRs), strengthen accountability, and drive continuous improvement across the partner ecosystem. The role requires sound judgment and strong analytical and leadership capabilities in decision-making
Responsibilities
1. Partner Relationship and Executive Engagement
- Develop and maintain strategic relationships with senior leaders at service delivery partner organizations, establishing shared priorities, performance expectations, and accountability.
- Serve as the primary liaison and senior point of escalation for partner performance, service delivery, and relationship matters, driving timely resolution and sustained improvement.
- Establish structured engagement cadences, including monthly performance reviews, QBRs, strategic planning sessions, and executive updates with partners.
2. Governance, Performance, and Compliance
- Define and enhance governance frameworks for partner engagements, ensuring adherence to contractual commitments, SLAs, KPIs, and compliance standards.
- Own the measurement and evaluation of partner performance through balanced scorecards, trend analysis, benchmarking, and corrective action plans.
- Ensure partner activities and outcomes remain aligned with strategic priorities, customer commitments, policies, and commercial objectives.
3. Strategic Alignment and Collaboration
- Act as a strategic advisor to senior leadership, providing evidence-based insights on partner capabilities, performance trends, risks, commercial considerations, and improvement opportunities.
- Partner with Service Delivery, IT, Procurement, Finance, and other internal teams to align partner performance expectations and enable consistent execution.
- Lead joint business planning and improvement initiatives with partners, using QBR outcomes and performance data to prioritize service enhancements, innovation, and growth.
4. Operational Excellence and Accountability
- Lead performance improvement strategies that strengthen service quality, operational consistency, customer outcomes, and partner accountability across regions.
- Identify and implement best practices, standardized scorecards, governance tools, and process improvements that mature partner management.
- Oversee issue resolution, risk management, service recovery, and contingency planning, with root causes, corrective actions, owners, and target dates clearly documented and tracked.
5. Reporting, Analytics, and QBR Leadership
- Establish and maintain executive dashboards, partner scorecards, and reporting that provide visibility into KPI and SLA performance, trends, risks, financial considerations, and improvement priorities.
- Lead the preparation and delivery of QBRs and regular executive updates, communicating partner performance, strategic priorities, decisions required, and progress against agreed actions.
Minimum Qualifications Education
- Bachelor’s degree in Business Administration, Supply Chain Management, Operations, or a related field.
Experience
- 8-10 + years of experience in partner management, service delivery, operations, or program management within a global or matrixed organization.
- Experience leading performance governance and business reviews.
- Proven track record of managing complex global partner relationships, improving measurable performance outcomes, and driving accountability across cross-functional teams.
- Hands-on experience with KPI and SLA management, partner scorecards, dashboards, QBRs, governance frameworks, and corrective action planning.
Preferred Qualifications
- MBA or equivalent advanced qualification.
- Experience managing service delivery partners across multiple regions.
- Experience with partner commercial and contractual management.
Knowledge, Skills, and Abilities Leadership
- Leading cross-functional governance without direct authority
- Influencing senior leaders and partner executives
- Driving partner accountability
Partner and Commercial Acumen
- Global partner relationship management
- Contractual, SLA, and compliance governance
- Joint business planning and growth initiatives
Communication
- Exceptional executive communication
- Negotiation and stakeholder management
- QBR and executive presentation
Technical and Analytical Skills
- Advanced analytical and problem-solving skills
- Balanced scorecards, benchmarking, and trend analysis
- Executive dashboards and performance reporting
Core Competencies
- Strategic Thinking: Connects partner performance, risks, and opportunities with organizational and commercial objectives.
- Leadership: Leads cross-functional governance, influences senior stakeholders, and drives accountability without direct authority.
- Performance Management: Defines KPIs, interprets trends, leads QBRs, and converts insights into measurable improvement actions.
- Results Orientation: Improves partner outcomes, closes performance gaps, and delivers measurable results in complex global environments.
- Relationship Management and Cultural Awareness: Builds trusted global partnerships and operates effectively across diverse regions and cultures.
Success Measures
Success in this role will be demonstrated through:
- Partner SLA and KPI performance consistently met or improved.
- QBRs and executive updates delivered on cadence with clear decisions and actions.
- Performance gaps closed through tracked corrective action plans.
- Mature, standardized partner governance and scorecards across regions.
- Partner activities aligned with strategic, customer, and commercial objectives.
- Strong, trusted relationships with partner and internal senior leaders.
Experience
8 Years
Apply By
Required Skills
- Service Delivery
- Risk Management
- Partner Management
- Leadership
- Strategic Thinking
- Corrective action planning
- Governance Frameworks
- QBRs
- Dashboards
- Partner Scorecards
- SLA Management
- KPI Management
- Business Reviews
- Performance Governance
- Program Management
- Operations
Nice to Have Skills
- Cross-functional collaboration
- Problem Solving
- Business planning
- Contingency Planning
- Service recovery
- Customer focus
- Performance Reporting
- Trend Analysis
- Benchmarking
- Analytical Skills
- Executive Communication
- Stakeholder Management
- Negotiation
- Contractual management
- Commercial Management
- MBA