Partner Manager, North America Digitial Workplace Solutions Delivery

We are seeking a strategic and results-driven Partner Manager to support and strengthen our ecosystem of Managed Services partners who deliver services on behalf of Lenovo. In this role, you will be the primary point of contact for assigned partners, ensuring alignment with our business goals, service standards, and compliance requirements and nurturing relationships that drive mutual value.

You will work cross-functionally with internal stakeholders in Procurement, Contracts, Legal, Presales, Sales and Delivery to onboard, enable, and optimize partner performance - ensuring seamless service delivery, contract compliance, and ongoing operational excellence.

Key Responsibilities:

Partner Management and Enablement

• Serve as the main liaison for a portfolio of managed services partners.
• Support partner onboarding, training, and enablement processes.
• Collaborate with partners to build business pipeline plans, define service expectations, and track performance against KPIs.
• Identify areas for growth, improvement, or remediation in partner-delivered services.

Cross-Functional Collaboration

• Act as the primary liaison and central point of contact, ensuring all internal teams are aligned and informed about the partnership's status, goals, and challenges.
• Act as a point of escalation for any issues and collect performance feedback from the delivery team. Ensure continuous feedback loop with Presales.
• Continuously evaluate the performance of partners and collaborating with internal stakeholders to align partnership goals with overall business strategy.
• Collaborate with the procurement team to evaluate new partner requests. Act as interface with Sales and partner to ensure necessary documentation is completed and partner meets all required criteria.

Governance and Performance

• Lead quarterly business reviews (QBRs) with partners and internal stakeholders.
• Monitor partner SLAs, CSAT, and service quality metrics.
• Drive continuous improvement initiatives and escalate issues as needed.

Process Optimization and Reporting

• Help develop and refine partner management processes and framework.
• Provide regular reporting on partner performance, risks, and opportunities.
• Provide financials and key data points as part of the NA DWS Delivery Monthly Business Review.
• Ensure accurate documentation and maintenance of partner records.

Basic Qualifications:

• 5+ years' experience in partner management, or service delivery management, ideally with Managed Services partners.
• Strong understanding of Managed Services models, partner ecosystems, and go-to-market strategies.

• Experience working cross-functionally with Procurement, Contracts, Legal, Sales and Delivery teams.
• Familiarity with service delivery operations, hardware deployment logistics,
• Exceptional communication, negotiation, and stakeholder management skills.
• Highly organized with strong attention to detail and analytic thinking.
• Ability to manage multiple partner relationships and priorities simultaneously.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, and Access)
• Experience with contract lifecycle management (CLM) tools and procurement processes.
• Knowledge of ITIL or service management frameworks.
• Experience with Power BI.
• Preferred Location: Raleigh, NC or ability to travel for QBRs (occasional travel to Canada).