Senior Partner Delivery Assurance Manager, Day 1 Delivery 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, evaluate partner performance across a portfolio of partner-delivered customer programs, make recommendations to drive partner performance/success, and 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 face to face 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 responsibilitiesEvaluate & 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 customers and 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 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.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 thousands of engagements.Diverse ExperiencesAWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.Why AWS?Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Inclusive Team CultureHere at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship & Career GrowthWe're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.Minimum Requirements5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end-to-end delivery, and communicating results to senior leadership2+ years of driving process improvements experienceMaster's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field7+ years of customer-facing, large scale implementation consulting experience across multiple cross-functional teams.7+ years of relevant experience in professional services delivery 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, customer and partner facing negotiations, and relationship-building skills with demonstrated ability to drive revenue growth, develop strategic partnerships, and manage complex partner relationships.Acknowledgement of CountryIn the spirit of reconciliation, Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.IDE StatementAmazon 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, disability, age, or other legally protected attributes.
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