Job Description

Overview
A Senior Partner Management Partner Associate will be responsible for a Region ensuring nscglobal has a quality, cost-effective, field engineering global network to ensure NSC's customer requirements are fully catered for. This is achieved by identifying and onboarding suitable organisations with the required service offerings and coverage into the network; building strong relationships with both new and existing partners, and governance of the relationship and partner performance. The mentoring and supervision of Partner Associates who also perform majority of below tasks, who handle similar but not at the volume or complexity as a Senior Partner Associate.
Responsibilities

• Onboarding:

• Identify gaps in coverage and skillset requirements in Region through requirement and request analysis
• Source and research new partners globally for the partner network using Tools,e.g., the Cisco Partner Portal, DELL, HPE, LinkedIN, and other suitable tools, depending on the gaps identified and requirements
• Interview prospective organisations and evaluate suitability.
• Prepare and execute legal documentation to align suitable organisation through the onboarding process for the Global Partner Network
• Partner Profile built to house all contracts, documentation and data received, signed, countersigned by Legal, shared back to Partners and saved internally in the Partners Profile folders
• Data Pack: Keep updated regarding partner coverage, capabilities, commercials and escalation paths, general business information to add and keep updated in the Global Partner Network Database

• Reviews and Governance:

• Review Partners activities and performance monthly, quarterly, annually as well as ad hoc for both general services and project alignments
• Build strong working relationships with partners to ensure partners flexibility and reliability
• Manage contracts and Partners' Profiles for dedicated Projects.
• Attend regular Project / contract review / governance meetings and act on open Partner items
• Continual learning about Partners and Partner countries to enhance delivery and growth, and be a subject matter expert in Top Countries and their associated Partners
• Discuss historical and current issues and improvement plans
• Join Partner Associates in strategic reviews

• Quotes & Requests:

• Requests Inbox / Ticket Tool management and task allocation
• Action pre-sales / solutioning requests, submitting to the selected Partners, and providing consolidated feedback within strict OLA, relating to Partner capabilities on all service lines, skill sets, coverage requirements through the Partner Management Requests Inbox / Ticket Tool
• Maintain Partner Requests Tracker and update daily activities accordingly

• Transitions - Customer Specific Contracts

• Third Partner Maintenance contract and Partner alignment
• Draft Customer Specific Addendums (CSA) to add customers requirements, sites, skillset and commercials again the relevant service line and / or BU
• Keep Partner alignment tracked and a project plan documented
• Attend Transitions meetings and action identified / open items relevant to Partner Management
• Execute CSA with aligned Partners, ensuring legal process is followed and saved in both customer and partner Profile Folders
• Working closely with Service Delivery Managers and Project Managers
• Mentoring and back up to Partner Associates

• Escalations:

• Partnerissues InBox / Ticket Tool management and task alignment
• Handle the escalated issues for the service delivery teams that require extra involvement to resolve and feedback
• Contractual breaches, handle in line with Partner Contract documentation
• Attend to PO and Invoice queries from either partners or nsc internal teams and assist in aligning with correct internal team for their resolution

• Global Partner Network Database (Excel):

• Check all datapacks received / updated by Partners for completeness and have loaded in the database
• Review Database profiles for gaps in information and manage information
• Build Index Tabs for Transitions / Live Contracts for Partner alignment
• Ensure updates are actioned timely, and are done so accurately

• Ad-hoc administrative tasks, Ticket Tool based activities logging, personal stats, trackers and in-house projects, including but not limited to updating or creating document templates, training notes, general folder maintenance, Statistics and Commercial analysis, reasonable tasks to support the Team.

• Team Assistance

• Regional overview and gap analysis to guide where efforts are to be concentrated
• Oversee and assist the Partner Associates
• Back up to Line Manager

Qualifications
Technical

• Fluently spoken and written English at a business level
• Minimum of two years' experience in a similar role
• Experience in either the IT or Telecommunication fields
• Global knowledge / exposure
• Experience in researching and sourcing new suppliers/Vendors
• Experience in working with contracts / Terms and Conditions / Agreements
• Ability to negotiate competitive rates and / or work within required target budgets
• Knowledge and experience of Microsoft Office, including advanced use of Excel, Word
• Knowledge and experience of Database systems / protocols
• SharePoint experience advantageous

Non-Technical

• Ability to work and build relationships at all required levels throughout the partner network
• Ability to work with all levels of internal staff and management
• Administration tasks
• Ability to multi-task
• Ability to handle high pressure
• Independent ability within Team environment
• Experience in training
• Experience in supervising individuals and small teams

Management

• Weekly Reports:

• Weekly Overview of Activities / Stats
• Ticket overview of activities and tasks (personal)
• Review Tracker: Top 10 Partner Reviews (Review Database), as well as critical project aligned Partners
• Onboarding Tracker: Prospects identified; Partner Agreements signed
• Requests Tracker: all quoting and information requests and associated Partner Alignment
• Issues Tracker: all general and project related Partner issues and escalations
• Project Tracker: per transition of all Support and / or Planned Activity Roll outs for all service lines
• Monthly Reports:

• Review Tracker: Top 30 Partner Reviews (Review Database), as well as all projected aligned Partners

• Quarterly & Annual Reports:

• Review Tracker: Top 50 Partner Reviews (Review Database), as well as all projected aligned Partners
• All Partners reviewed who have been active, and those who are specialists
• Ad Hoc:

• Handover Document - keep an overview of all current activities, projects / contracts current (To Do List) prepped for sudden leave requirement

Required Education and Experience

• Grade 12 or equivalent qualification
• Fluently spoken and written English at a business level
• At least 3 years' working experience in an IT or Telecommunication field
• At least 1 year supervising and mentoring staff
• Good understanding of Microsoft Office including advanced use of Excel, Word, Teams
• Good planning and organizing skills
• Ability to work under pressure and meet deadlines whilst ensuring quality is maintained
• Must be service delivery / customer focused and have effective productivity output
• Experience in sourcing and maintaining new suppliers
• Legal documentation experience re contracts / Terms and Conditions
• Ability to negotiate competitive rates and within required budgets
• Knowledge and experience of Database systems /protocols
• Ability to work and build relationships at all required levels throughout the partner network
• Ability to work with all levels of internal staff, management and executive level
• SharePoint experience advantageous
• Ticketing Tool environmental experience is advantageous
• Tertiary language would be beneficial

Skills Required