The Partner Support Leader is accountable for ensuring the smooth establishment and efficient operation of the services centre. Their primary responsibilities include overseeing several teams that delivery of quality partner support and service in line with documented processes, day to day leadership, dealing with escalated matters and continuous improvement initiatives.

• Collaborate with the Head of Partner Services APAC, VP of Partner Support US, and other Services leaders to comprehend the overall Partner Services Strategy and formulate an executable plan for the Services Centre.
• Develop and maintain efficient ways of working, processes, and reporting mechanisms to maximise the use of available technology and deliver exceptional service.
• Identify and implement relevant key performance indicators to track and monitor the progress and success of the Services Centre.
• Supervise and direct the daily operations of the Services Centre to ensure seamless and effective provision of services to key internal and external stakeholders.
• Assesses ways to optimise the overall Partner Support process and experience through tool and systems evaluation.
• Act as a subject matter expert and/provide guidance in the escalation and resolution of complex matters leading with a continuous improvement mindset.
• Leading by example, fostering a culture of excellence and collaboration, and driving the team towards achieving its goals.
• Ensuring the centre is compliant and follows processes.

• 5+ years experience establishing / leading a shared services centre offering support and/or technical services to Small/Medium businesses / MSPs.
• At least five (5) years of IT support related experience, including managing/leading support teams.
• Deep understanding of SMB customers supported by outsourced IT providers and how technology solves their business problems or experience in an MSP preferred.
• Ability to translate strategic plans into executable action items.
• Self-motivated, strategic creative worker with a drive for executional excellence.
• Ability to create and track OKRs, KBOs, and KPIs at the department, team, and individual level.
• Strong knowledge of industry systems and tools.
• Experience managing large teams of similarly focused individuals.
• Experience planning and tracking an organisation wide budget.
• Strong communication skills and ability to collaborate with internal and external teams.
• Ability to work in a cross-functional organization and demonstrate team leadership skills.
• Experience learning and navigating within a high-growth and fast paced environment.