Ultima Business Solutions Partner Manager in Reading, United Kingdom
To work within the Ultima Professional Services Team as the Partner Manager for Professional Services responsible for the day to day management of all External Services Partner relationships for subcontracted Professional Services. This role does not require an in depth technical knowledge of IT infrastructure solutions although an understanding of the IT industry and technologies would be highly beneficial. It requires good interpersonal skills along with experience of managing Partner relationships and involves working in close alliance with Ultima Sales Account Managers, Project Office, Resource Team members, and Services staff.
Proactively manage all aspects of Ultima’s ecosystem of External Partners for subcontracted Professional Services including:
Conduct formal Partner management duties including;
Partner selection and onboarding
Partner performance reviews
Management of associated Partner billing
Management of the External Partner Services Catalog
Act as the escalation point for any internal or Customer service related complaints and issues and ensuring Customer satisfaction by improving responsiveness to issues and problems as soon as they are detected
Work with the Professional Services Resource Team to ensure resources are positioned appropriately alongside in-house skills and resources
Provide related Services management reporting including standard reports and measurement against defined KPI’s
Assist with the optimisation of all External Partnership related processes, standards and controls where relevant and the development of new processes as applicable
Work with the Sales Team to help qualify new External Services related opportunities (including ability to deliver and commercially viability)
Own and update the Ultima Intranet portal for External Partner services
Assist with the management of the External Services opportunity pipeline
Understand Ultima’s core products and service offerings and pro-actively keep this knowledge up to date
Maintain an operational level understanding of key Professional Services systems and processes and recommend changes to improve effectiveness
Communication of External Partner news and information as appropriate to the Services and Sales Teams
Excellent communication skills, making an impact on others, establishing credibility with them and making a favourable and professional impression. Is able to adapt style to win confidence of others. Clarity and confidence in written and verbal communication.
Self-motivated and being seen as determined and committed. Takes real pride in own achievements and welcomes the challenge of more difficult work. Puts in extra time and effort needed to complete tasks by deadlines.
Responsibility and Ownership - Willingness to show initiative and a readiness to own decisions and their outcomes. Ability to make decision judgements on a balanced review of evidence, risk and opinions.
Planning and Organisation – High level of self-organisation, motivation and management independence. Adopts an organised and systematic approach to work.
Time Management - Ability to manage multiple opportunities at the same time, whilst maintaining a clear focus on each of their immediate, individual requirements.
Flexible - An adaptable nature with the ability to react to meet the ongoing demands of the business.
Analysis and Problem-solving - Quickly homes in on key issues, applies logic and common sense in solving problems and able to critically evaluate different ideas. Owns problems through to resolution.
Team Working – Cooperates effectively with others in the Team, working with them in a constructive manner. Shows a willingness to fit in with others to achieve common goals and takes a positive approach within a Team environment, sharing ideas and working together to improve Customer service.
Commercial Awareness – Demonstrating an awareness of the business and the factors that affect it, recognising new commercial opportunities as they arise.
Attention to detail and focus on quality.
Self-Control – Maintaining calm under pressure, remaining patient and logical despite provocation, not allowing oneself to be deflected.
A number of years of Partner to Partner (P2P) management skills including onboarding and development.
Good general understanding of IT Services and support provision.
Competent user of the Microsoft Office suite.
External Company Name: Ultima Business Solutions
External Company URL: www.ultimabusiness.com