Senior Partner Delivery Assurance Manager, Day 1 Delivery Excellence (D1D) Excellence

Amazon 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.
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