DescriptionAmazon Web Services (AWS) is a highly reliable, scalable, low-cost cloud infrastructure platform that powers hundreds of thousands of organizations in 180+ countries around the world. AWS Professional Services (ProServe) is seeking a talented and driven Senior Partner Delivery Assurance Manager to help us drive the evolution of our partner-based engagements. Are you looking for an opportunity to reinvent how our customers experience ProServe by leveraging partners? We are looking for someone who can craft innovative mechanisms and tools to provide superb delivery experiences to our end customers.Our Partners play a key role in our go-to-market and delivery strategies and enable the success of our customers on the AWS cloud infrastructure. The Partner Delivery Assurance (PDA) function ensures that our customers have the same high-quality experience from our partners as they would expect from AWS ProServe. The Partner Delivery Assurance Manager will work to continually ideate new ways to improve partner delivery with our end customers, to evaluate partner performance across a portfolio of partner delivered customer programs, to make recommendations to drive partner performance / success, and to help resolve partner-related delivery escalations. You will act as a consultant for the ongoing governance of selected partner-engaged projects and will collaborate with cross-functional business partners and stakeholders (e.g. Partner and Delivery Managers, Engagement Managers, ProServe Business Development, PS&O) to optimize partner delivery and drive partner delivery excellence .As a Senior Partner Delivery Assurance Manager in the AWS ProServe Strategy and Operations team (PS&O), you will have an exciting opportunity to influence and innovate. Working with partners and enterprise customers around the world, you will define new ways to harness the power of the AWS platform. You will work on overlapping projects, which require the ability to multi-task and juggle various priorities.The role requires an individual who can navigate through ambiguity, work with minimal direction, innovate, move quickly, and not be constrained by how things have been done before; as well as consult with stakeholders on the best means of delivery for key objectives. Are you ready to be part of a nimble, creative, and pragmatic approach? This position requires resolute customer focus, the ability to dive deep and invent, and the ability to make high-pressure decisions, fast.We care about your career growth. When you join the team, you and your manager will jointly craft a career plan and review it regularly to ensure you're on track to meet your goals. Whether your goals are to explore new technologies, take on bigger opportunities, or get to the next level, we'll help you get there. Our business is growing fast and our people will grow with it.Key job responsibilities
Evaluate & optimize partner performance on individual projects based on ProServe’s Global Delivery Framework (GDF) and Quality Framework. Provide recommendations and facilitate escalations. Own and drive partner delivery excellence.
Develop and nurture relationships with strategic partners, driving end customer and partner satisfaction through the development of onboarding strategies and the use of ProServe’s delivery assets.
Work with a multi-disciplinary team of delivery specialists, engagement managers, and practice managers, to craft, implement, and track mechanisms and tools to manage and inspect projects on which AWS partners are involved.
Be responsible and accountable for maintaining an accurate, current view of partner performance, capability and competency which supports recommendation of one or more partners for consideration for a new business opportunities. Track and report on partner performance, ensuring the customer’s investment is delivering value against the intended objective and timeline.
Provide data-driven trends and future insights based on partner-related Key Performance Indicators (KPI) and standardized business metrics. Support the development of partner dashboards that will help drive the partner business strategy and planning for the short and mid-term.
Continually evaluate partner performance across a portfolio of partner delivered customer programs, make recommendations to drive partner performance / success and address and resolve partner-related escalations.
Lead partner Quarterly Business Reviews (QBRs) and collaborate with internal teams, including ProServe, PS&O, and PSPBD, to prepare ad-hoc business reviews.
Build business requirements and user stories for proposed service enhancements. Bridge business outcomes and user needs through customer and partner research, and customer feedback.
Seek and leverage customer and partner feedback to drive continuous improvement and influence product roadmaps.
Have outstanding interpersonal skills to balance multiple priorities, and are a superb communicator
Build strong, lasting relationships with our partners to ensure all our customers receive a world class experience when onboarding to ProServe.
About the teamThe purpose of the Day 1 Delivery team (D1D) is to ensure the successful and high-quality delivery of ProServe services to our customers. D1D is accountable for crafting and upholding the global delivery framework, which establishes standards, ensures a consistent delivery experience, and provides a unified approach for evaluating delivery across our engagements. Additionally, the team is constructing a Quality Management Framework to enhance visibility and risk management across the entire process, from sales to delivery to transition and support.Basic Qualifications
Demonstrated success in leading and developing high-performing partner teams, with a track record of motivating and empowering team members to achieve organizational goals with ability to provide effective coaching, mentoring, and guidance.
Exceptional communication abilities, both written and verbal, with the ability to build strong relationships and effectively collaborate with cross-functional teams and external partners.
Solid understanding of delivery strategies, business trends, and the ability to align partner delivery frameworks with ProServe's overall objectives and goals.
Ability to analyze complex situations, identify potential issues or opportunities, and make well-informed decisions to drive success within the partner ecosystem, with strong conflict resolution and negotiation skills, with the ability to navigate challenging situations and find mutually beneficial solutions.
Experience in setting clear performance goals, tracking metrics, and implementing data-driven strategies to drive continuous improvement and optimize partner performance with ability to effectively manage change and adapt to evolving business needs, market dynamics, and partner requirements, while providing guidance and support to the team during periods of transition.
The ability to work efficiently and demonstrate a bias for action in a fast-paced, often ambiguous environment.
Experience leading creative, multi-disciplinary teams.
Relentless desire for innovation
Bachelor's degree or commensurate experience.
Preferred Qualifications
A minimum of 7-10 years of relevant experience in professional services delivery management, partner management, channel sales, or account management and/or experience in developing and executing partner enablement programs, partner delivery strategies, and go-to-market initiatives.
Proven track record of successfully leading and developing high-performing teams, with at least 3-5 years in a direct people management capacity.
Extensive knowledge and understanding of the technology industry, solution selling, and partner ecosystems. Exceptional leadership, communication, negotiation, and relationship-building skills with demonstrated ability to drive revenue growth, develop strategic partnerships, and manage complex partner relationships.
Ability to domestic/oversea travel as per business requirements, typically ranging from 10-30%
Sound business judgement and strong analytical thinking skills as well as a proven track record of taking ownership and delivering results.
Excellent communication, presentation, interpersonal and analytical skills.
Consulting or like-kind professional services experience.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,200/year in our lowest geographic market up to $238,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.