Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
The Manager will own partner engagement processes, opportunity routing, governance execution, performance management, reporting, and business reviews while driving a consistent experience for sellers, practices, customers, and partners. This role helps scale service delivery capacity through strategic partner relationships without compromising customer experience, operational rigor, or margin performance.
Role Description
Partner Program Management
Manage the SCS partner-delivered services operating model.
Maintain the approved and preferred partner portfolio.
Support partner onboarding, engagement, and governance processes in partnership with Services Operations.
Develop and maintain partner rules of engagement, workflows, and operating procedures.
Identify coverage gaps and partner capability needs.
Opportunity & Engagement Operations
Serve as the central intake point for partner-delivered services opportunities.
Coordinate opportunity routing and partner assignment based on capability, availability, and business priorities.
Facilitate engagement handoffs between sellers, practices, delivery partners, and services teams.
Monitor active engagements and ensure adherence to program processes.
Manage a team of project coordinators to ensure project milestones are met and customer expectations are fulfilled.
Partner Relationship & Performance Management
Conduct regular partner business reviews.
Manage partner scorecards and performance reporting.
Track partner utilization, revenue contribution, margin performance, customer outcomes, and engagement health.
Coordinate the resolution of partner-related operational issues and escalations.
Drive continuous improvement across partner-delivered services.
Governance & Reporting
Maintain program governance standards and controls.
Produce executive reporting on program health, partner performance, delivery risks, and operational metrics.
Monitor compliance with engagement standards, partner requirements, and program expectations.
Support the development of governance forums, dashboards, and business reviews.
Cross-Functional Coordination
Partner closely with Sales, Alliances, Practice Leaders, Delivery Leadership, and Services Operations.
Support service attach initiatives and strategic partner motions.
Coordinate capacity planning and demand forecasting activities.
Ensure alignment between partner-delivered services strategy and execution.
Success Measures
Partner-delivered services revenue growth.
Services attach rate.
Partner utilization and capacity alignment.
Opportunity routing and engagement cycle times.
Customer satisfaction and delivery outcomes.
Partner performance scorecard attainment.
Margin and profitability targets.
Reduction in engagement exceptions and escalations.
Adoption of approved partner-delivered services processes.
Behaviors and Competencies
Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change.
Analytical Thinking: Can use advanced analytical techniques to solve complex problems, draw insights, and communicate the solutions effectively.
Business Acumen: Can develop and execute business plans to drive growth and profitability.
Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs.
Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard.
Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication.
Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts.
Decision-Making: Can facilitate group decision-making processes, build consensus, and commit to a course of action even in the face of uncertainty.
Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance.
Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions.
Skill Level Requirements
Strong operational process design and governance capabilities.
Ability to develop and maintain workflows, operating procedures, and engagement models.
Strong stakeholder management and cross-functional leadership skills.
Ability to influence and drive outcomes without direct authority.
Strong analytical, organizational, and problem-solving abilities.
Ability to build and present executive reporting, dashboards, scorecards, and business reviews.
Strong relationship management skills with internal stakeholders and external partners.
Ability to manage multiple priorities in a fast-paced, matrixed environment.
Strong communication, coordination, and collaboration skills.
Other Requirements
Completed Bachelors Degree
5+ years of experience in business operations, partner operations, program management, services operations, or related functions.
Experience working with technology partners, professional services organizations, or managed services organizations.
Experience managing partner engagement processes, governance activities, and operational programs.
Experience supporting opportunity routing, capacity planning, demand forecasting, and service delivery operations.
Experience managing teams and ensuring project milestones and customer expectations are met.
Ability to travel 20%
Preferred
Experience with Microsoft, AWS, Google Cloud, ServiceNow, or other enterprise technology ecosystems.
Experience in services delivery, project operations, or partner management.
Knowledge of partner-delivered services business models.
Experience supporting sales and services organizations.
1+ years of management experience
The estimated annual pay range for this position is $100,000 - $150,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
Skills Required
- Bachelor's degree
- 5+ years of experience in business operations, partner operations, program management, services operations, or related functions
- Experience working with technology partners, professional services organizations, or managed services organizations
- Experience managing partner engagement processes, governance activities, and operational programs
- Experience supporting opportunity routing, capacity planning, demand forecasting, and service delivery operations
- Experience managing teams and ensuring project milestones and customer expectations are met
- Ability to travel 20%
- Experience with Microsoft, AWS, Google Cloud, ServiceNow, or other enterprise technology ecosystems
- Experience in services delivery, project operations, or partner management
- Knowledge of partner-delivered services business models
- Experience supporting sales and services organizations
- 1+ years of management experience
SHI International Corp. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SHI International Corp. and has not been reviewed or approved by SHI International Corp..
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Healthcare Strength — Feedback suggests the medical, dental, vision, and pharmacy offerings are comprehensive, with multiple plan options, telemedicine access, and solid ancillary coverage.
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Wellbeing & Lifestyle Benefits — Feedback suggests onsite fitness centers, wellness programs that can reduce premiums, and discounts/purchase programs provide meaningful lifestyle support.
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Strong & Reliable Incentives — Feedback suggests commission structures in sales and premium totals in certain technical presales roles create notable upside potential for strong performers.
SHI International Corp. Insights
What We Do
Think of SHI as your personal technology concierge. We connect your team with the IT solutions and services you need to support your organizational growth and employee experience. Whether you’re building a modern hybrid workplace, defending against an evolving threat landscape, making the cloud work harder for you, or searching for ways to optimize your software portfolio, our friendly 6,000-person team is ready to solve what’s next for your organization. Our in-house data center integration, device configuration, and deployment and license advisory services, plus our top-tier status with vendors and flexible financing make life simpler for IT decision makers. Execute your IT vision with stress-free, scalable solutions you – and your people – will love. SHI is proud to be the largest Minority/Woman Owned Business Enterprise (MWBE) in the United States.
