Partner Delivery Manager

The Partner Services and Delivery (PSD) Organization within Customer Success ensures success for partners providing Feedzai services. By maintaining high standards for execution, governance, and compliance, PSD ensures that partners effectively implement, deliver, and support Feedzai's products and services. The team plays a key role in partner-led project oversight, service quality management, operational support, and executing delivery enablement projects. Its responsibilities include Partner-Led Project Execution & Governance, Delivery Standards & Compliance, Partner Enablement for Services, Operational Support & Risk Management, Service Reviews and QBRs. Additionally, the Professional Services Division (PSD) collaborates with the revenue team on partner deal scope and structure, and manages internal resource planning to ensure successful partner project delivery, while also maintaining partner relationships within the Delivery Organization.

You: 

The Partner Delivery Manager (PDM) is responsible for ensuring the successful execution of partner-led service delivery engagements by overseeing project performance, enforcing delivery governance, and managing delivery-related risks and escalations. Operating within a Partner-First model, the PDM ensures to uphold the vision for a partner to uphold the same delivery standards as Feedzai. The PDM provides project-level oversight, ensures adherence to scope, timelines, and quality standards, and holds partners accountable for meeting service expectations. The PDM acts as the primary point of contact for partner delivery performance, collaborating cross-functionally with Customer Success, Support, Product, and Legal teams to ensure a seamless and high-quality customer experience. The PDM plays a critical role in operationalizing delivery frameworks, driving consistency across engagements, and supporting continuous improvement in partner execution.

Your Day to Day: 

• Oversee the end-to-end execution of partner-led projects, ensuring adherence to delivery timelines, project scope, and agreed-upon milestones.
• Review and approve partner-submitted project plans, comprehensive project documentation, and regular partner status reports.
• Tracking Partner Portfolio delivery KPI
• Capacity planning required internally with Feedzai delivery team.
• Interlock with product on roadmap requirements from partner commitments
• Ownership of data hygiene and reporting
• Establish and manage partner risk tracking mechanisms, including the identification and monitoring of early warning indicators for potential project delays or issues.
• Proactively lead escalation reviews and drive issue resolution workflows for projects identified as at-risk.
• Maintain a centralized log of all partner-related escalations, meticulously tracking resolution timelines, key decision points, and final outcomes.
• Implement preventative measures and best practices to minimize the occurrence of escalations.
• Conduct regular partner delivery governance meetings,governance and health checkpoints around partner service deliverables.
• Produce governance and compliance reports based on thorough review of project documentation, Service Level Agreement (SLA) adherence, and quality control metrics.
• Create detailed performance summaries for each partner's delivery portfolio, highlighting key wins, delivery KPIs, and opportunities for improvement.
• Identify opportunities to optimize delivery workflows, streamline partner onboarding processes, and improve the efficiency of partner engagement handoffs.
• Proactively identify gaps and inefficiencies in delivery execution processes and develop and recommend continuous improvement initiatives.
• Collaborate closely with Partner Operations and Customer Success teams to ensure smooth and efficient transitions throughout the entire pre- to post-delivery lifecycle.
• Work to ensure partner delivery activities are consistently aligned with customer expectations, and overall project objectives.
• Collaborate closely with Customer Success and Support teams to facilitate a seamless and positive post-implementation experience for customers.
• Monitor and report on customer satisfaction levels specifically related to partner-led projects, identifying trends and areas for improvement.

You Have & You Know-how :

• 7–10 years in delivery management, partner delivery oversight, or customer success, ideally in a SaaS, professional services, or tech consulting environment.
• Hands-on experience managing partner-led or outsourced project delivery, including project health reviews, compliance, and risk mitigation.
• Familiarity with QBRs, service review frameworks, and delivery scorecards.
• Experience with tools like JIRA, Smartsheet, Salesforce, or project governance platforms.
• Strong understanding of Statements of Work (SoWs), delivery SLAs, and contractual execution requirements.
• Global or multi-region experience working with partner ecosystems (SIs, resellers, regional integrators).
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and interpretation to drive informed decision-making.
• Demonstrated ability to drive cross-functional collaboration and influence stakeholders at all levels of the organization.

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