Operational IT Partner Manager

Advising & Recruiting; Bogotá ciudad; Presencial; COP 90.000.000 - 140.000.000; Jornada completa

Descripción de la vacante

Advising & Recruiting is seeking an Operational IT Partner Manager to oversee day-to-day value and performance of LATAM IT partners, contractors, and service providers. You will ensure SLA adherence, incident resolution, and data-driven governance.

This role requires 3–5 years in IT with partner management focus, strong IT infrastructure knowledge, and excellent communication skills. Remote work options are available and you will liaise between internal teams, partners, and customers.

Formación

• 3–5 years of direct IT experience with a focus on partner management, service delivery, or IT operations.
• Strong knowledge of IT services, infrastructure (Cloud/SaaS, networks, end-user computing) and delivery models.
• Proven ability to set up and manage SLAs/KPIs and lead formal service reviews.

Responsabilidades

• Performance management: monitor and report partner performance against SLAs and KPIs (uptime, response time, resolution).
• Operational governance: lead regular partner review meetings, weekly service reviews, and monthly deep dives.
• Issue resolution & escalation: act as primary contact for incidents, drive timely resolution and RCA.
• Partner scorecarding: maintain data-driven dashboards to identify gaps and trends.
• Contract compliance: ensure adherence to SOWs, terms, and regulatory standards (security/data protection).
• Invoice validation: review partner invoices against pricing and usage metrics with Finance.
• Relationship management: bridge communication between partners and internal stakeholders.
• Continuous improvement & risk: drive CSI initiatives and monitor single points of failure and business continuity.

Conocimientos

Partner management

Service Delivery

IT operations

Stakeholder communication

Procurement negotiations

Descripción del empleo

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