Lead Partner Services Program Manager

Dynatrace; Boston (MA); On-site; USD 140,000 - 160,000; Full time

Benefits offered by this job

Unlimited personal time off

Employee stock purchase plan

Reward system

Medical/dental benefits

401(k) plan

Job summary

Dynatrace seeks a program leader to own the Partner Delivery Maturity Model and related quality frameworks, governing partner assessments, certifications, and how we protect customers when Dynatrace is not in the room.

This build role drives a scalable operating system across the Partner Services Program, defining cadence, governance, and accountability while aligning with enterprise leadership on delivery quality.

Qualifications

• Six or more years in professional services, partner programs, or delivery quality.
• Experience owning a program with external accountability.
• Experience running quality assurance or audit processes against external delivery organizations.
• Track record of building program operating cadence from documented frameworks.

Responsibilities

• Own the Partner Delivery Maturity Model as the single system of record for partner delivery capability.
• Run partner tier assessments and establish a recertification cadence.
• Maintain capacity and competency standards for each tier with role-based training.
• Serve as the decision authority on tier advancement and remediation paths.
• Operate the Services Endorsement Program and the partner quality audit cycle.
• Define post-sales RACI and ensure clear handoffs across teams.
• Report partner delivery quality and endorsement pipeline to leadership.
• Lead a small team and scale the program.

Skills

Delivery quality

External accountability

Program leadership

Observability familiarity

Partner programs

Stakeholder management

Tools

LMS platforms

Certification tooling

Job description

Your role at Dynatrace

Dynatrace partners deliver a growing share of the implementations that determine whether our customers realize value. The Partner Services Program gives us the frameworks to make that delivery consistent: the Partner Delivery Maturity Model, the Partner Delivery Enablement Framework, the Partner Delivery Toolkit, and the Services Endorsement Program.

Dynatrace partners deliver a growing share of the implementations that determine whether our customers realize value. The Partner Services Program gives us the frameworks to make that delivery consistent: the Partner Delivery Maturity Model, the Partner Delivery Enablement Framework, the Partner Delivery Toolkit, and the Services Endorsement Program.

This role owns operating them as a single governed system. You will own how Dynatrace assesses, certifies, and holds partners accountable for delivery quality worldwide. You decide what qualified looks like, you run the reviews that determine whether a partner has reached it, and you own the quality bar that protects our customers when we are not the ones in the room.

This is a build role inside an existing program. The frameworks are documented. Turning them into a repeatable, auditable, globally consistent operating system is the work.

Responsibilities

• Own the Partner Delivery Maturity Model as the single system of record for partner delivery capability, including the Entry, Growing, Proficient, and Advanced tier definitions
• Run partner tier assessments and establish a re-certification cadence, so that a tier reflects current capability rather than a past achievement
• Maintain the capacity and competency standards for each tier, including dedicated resource counts and role-based training and hands-on experience requirements
• Serve as the decision authority on tier advancement, and communicate declines with a clear remediation path

Quality Governance

• Operate the Services Endorsement Program: application intake, verification of customer-validated engagements in the trailing 18 months, and the Dynatrace-led delivery review
• Own the pre-engagement and post-engagement quality review process and the partner quality audit cycle
• Own the partner delivery health and quality gates currently in development, and take them to production
• Hold partners to the 90% customer satisfaction commitment, and run the improvement plan process when they fall below it
• Govern the Co-Delivery Rules of Engagement, adjudicating where a partner delivers independently, where ACE leads, and where ACE backfills competency gaps.

Program Architecture And Reporting

• Maintain the Partner Delivery Enablement Framework and the Partner Delivery Toolkit as living assets, versioned and current with the platform
• Define the post-sales RACI for engagements where partners are involved, resolving the handoff ambiguity that exists today across ACE, Enterprise Support Services, and Customer Success
• Translate tier competency requirements into content specifications for Dynatrace University and Product Education, and for ACE where hands-on enablement is required. You define what a certified partner must be able to do. You do not build the curriculum.
• Report partner delivery quality, tier distribution, and endorsement pipeline to Customer organization leadership on a standing cadence

Team

• Lead a small team as the program scales, with initial focus on individual ownership and program build

What will help you succeed

• Six or more years in professional services, partner programs, or delivery quality, including two or more years owning a program with external accountability
• Demonstrated ownership of a certification, accreditation, or partner competency framework, including the authority to grant and withhold status
• Experience running quality assurance or audit processes against external delivery organizations
• Track record of building program operating cadence from documented frameworks, not only executing an established one
• Ability to hold a standard with a commercial partner while preserving the relationship

Preferred Requirements

• Experience in observability, application performance monitoring, cloud infrastructure, or a comparable technical platform where implementation quality directly affects customer outcomes
• Familiarity with global systems integrator and managed service provider delivery models
• Background spanning both a vendor services organization and a partner or systems integrator delivery practice
• Experience with learning management platforms and certification tooling
• Comfort with delivery telemetry and building reporting that leadership can act on

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You’ll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Compensation And Rewards

• The base salary range for this role is $140K-$160K. When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
• We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.

Equal Employment Opportunity

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [e-mail]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law.