Head of Partner Operational Performance

Talktalk; Salford; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading UK telecommunications provider is seeking a Head of Partner Operational Performance to oversee operational performance with partners in delivery and service processes. Responsibilities include establishing KPIs, optimizing operational excellence, and managing partner relationships. Candidates should have strong skills in negotiation, data analytics, and project management. This role supports revenue realization and collaborates with various teams to enhance partner performance in a hybrid working environment.

Benefits

Competitive salary with bonus scheme

Comprehensive benefits package

Free TalkTalk broadband

Personal and professional growth opportunities

Exciting company events and volunteering days

Qualifications

• Strong proficiency in Salesforce and Microsoft Excel for data management and analysis.
• Solid understanding of UK telecoms regulations and best practices.
• Experience in preparing and presenting reports, forecasting, and budgeting.

Responsibilities

• Establish and monitor key performance indicators (KPIs) to evaluate partner performance.
• Implement and maintain best practices to optimise operational efficiency.
• Build and maintain strong relationships with partners.

Skills

Negotiation skills

Data analytics

Communication skills

Project management

Interpersonal skills

Strategic thinking

Tools

Salesforce

Microsoft Excel

Job description

Reporting to the Director of Operations, the Head of Partner Operational Performance at TTB oversees the operational performance of partners in delivery and service processes. This role supports revenue realisation, sets partner strategy, and ensures performance metrics are met. Responsibilities include optimising processes, enhancing partner performance, and fostering professionalism in service delivery. Building and maintaining relationships with key partners to drive continuous improvement is essential, along with monitoring partner productivity, delivery rates, and client satisfaction, ensuring compliance with regulatory requirements. As an ambassador for TTB Delivery & Service functions, this role collaborates with Sales & Operations to drive continuous improvement, evaluates partner performance, and maintains strategic relationships. The role involves evaluating partner performance, maintaining senior strategic relationships, and preparing Monthly and Quarterly Business Reviews. This single contributor role, with one direct report, requires seamless collaboration with the TTBD Vendor Management and RMA Team to ensure alignment on responsibilities and accountability when governing partners. Responsibilities Key Duties and Responsibilities for the role include, but are not limited to :

• Partner Performance Management : Establish and monitor key performance indicators (KPIs) to evaluate partner performance, ensuring they meet contractual obligations and service level agreements (SLAs).
• Operational Excellence : Implement and maintain best practices to optimise operational efficiency and effectiveness in partner engagements.
• Relationship Management : Build and maintain strong relationships with partners to foster collaboration, address issues promptly, and ensure mutual goals are met.
• Risk Management : Identify potential risks in partner operations and implement strategies to mitigate these risks, ensuring continuity and reliability of services.
• Quality Assurance : Ensure partners deliver high‑quality services that meet or exceed the company's standards and customer expectations.
• Continuous Improvement : Drive continuous improvement initiatives to enhance partner performance and operational processes.
• Reporting and Analytics : Provide regular performance reports and insights to senior management, using data analytics to inform decision‑making and strategic planning.
• Compliance and Governance : Ensure all partner operations comply with regulatory requirements and internal policies.
• Cost Management : Identify efficiencies in both partner operational performance and the cost base.
  Strong proficiency in Salesforce and Microsoft Excel for data management and analysis.
• Solid understanding of UK telecoms regulations and best practices.
• Proactive approach to continuous improvement in delivery processes and systems.
• Strong interpersonal skills for building and maintaining effective partnerships.
• Experience in preparing and presenting reports, forecasting, and budgeting.
• Excellent negotiation skills for managing contracts and agreements.
• Effective problem‑solving skills for addressing issues in partner operations.
• Adaptability to changing market conditions, technologies, and partner requirements.
• Willingness to travel nationally and internationally to customer and supplier sites.
• Capable of supporting others by sharing technical knowledge and providing advice.
• Competence in managing and planning workloads to meet deadlines, including handling conflicting priorities.
• Strong communication skills for effective stakeholder and colleague interaction.
• Constructive engagement with others, contributing to a positive team culture.
• Strategic thinking to develop and implement strategies that align with company goals.
• Skill in identifying and mitigating potential risks in partner operations.

How you will work

For over 25 years, we've been supporting UK businesses of all sizes, providing exceptional connectivity, competitive pricing, and outstanding service. While we take pride in our legacy, our focus is firmly on the future with a fibre‑first, future‑ready approach. Our ultra‑reliable network is trusted by more than 1 in 10 businesses, and our comprehensive range of innovative solutions are designed to help any business achieve its full potential. If you are looking to be part of an ambitious team that is constantly evolving and empowered to deliver excellence, we would love to hear from you. Apply today and help us shape the future of business connectivity. At TalkTalk Business we understand the importance of flexibility and connection in the workplace. That's why we have adopted a hybrid approach to working. Our aim is for our full‑time team to spend 3 days a week at our HQ in Soapworks, Salford Quays with the remaining days offering the option to work from home. We want to ensure you enjoy the collaboration and connection of the office environment, combined with the convenience of remote working.

What can we offer you?

• Competitive Salary and Bonus Scheme : Earn a rewarding salary with a bonus scheme designed to recognise your hard work and dedication.
• Comprehensive Benefits Package : Support your wellbeing, achieve a work‑life balance, and plan for the future with our all‑inclusive benefits.
• Free TalkTalk Broadband : Enjoy complimentary TalkTalk broadband as an added perk for all employees.
• Personal and Professional Growth : Take advantage of opportunities for career advancement and personal development.
• Additional Perks : Participate in exciting company events, take advantage of volunteering days, and enjoy electric car charging points available at our HQ.

Be a part of our story We're human, just like you. We've created a happy, diverse, inspiring workplace for real people, just like you. So, if you're tuned in to the way people think. If you make mistakes sometimes but keep trying. If you love making connections and building a team. If you understand what customers want and are committed to making it happen, be a part of our story.