Manager, Partner Services & Operations at Inq

Principal Accountabilities/Objectives:

• Define and execute the Partner Services & Operations strategy, transforming vendor management into a value-driven partner ecosystem.
• Lead operational performance governance for all partners.
• Develop and manage the partner scorecard framework, monitoring SLAs, KPIs, compliance, and escalation protocols.
• Drive partner onboarding, contract renewals, pricing reviews, and operational risk assessments.
• Collaborate with Procurement, Finance, Service Delivery, and Product Management to optimize partner performance and margins.
• Lead quarterly Partner Business Reviews (PBRs) to assess performance, roadmap alignment, and innovation opportunities.
• Champion automation, analytics, and reporting to improve visibility of partner operations.
• Build, mentor, and manage the Partner Services & Operations team.

Key Performance Indicators:

• Partner SLA compliance rate (%).
• Partner performance index (weighted score).
• Partner-related incident resolution
• time >48hrs
• Reduction in operational cost per partner.
• Partner satisfaction/NPS >85%
• Quarterly performance review
• completion rate

Qualifications & Experience:

• Bachelor’s degree in Engineering, Business, or related field (MBA preferred).
• 7–15 years in service operations, partner management, or vendor governance within telecoms, cloud, or digital services.
• Proven track record of leading high-performing operations teams.

Skills & Competencies:

• Strong commercial acumen and negotiation skills.
• Deep understanding of enterprise telecoms operations.
• Data-driven decision making and analytics mindset.
• Excellent stakeholder and partner relationship management.
• Leadership and people development