Lenovo is a US$68 billion Fortune Global 500 company with over 77,000 employees, operating in 180 markets worldwide. Guided by a bold vision to deliver smarter technology for all, we are developing transformative innovations that foster a more inclusive, trustworthy, and sustainable digital society. Through the design, engineering, and deployment of the world’s most comprehensive portfolio of smart devices, infrastructure and professional services, we are leading the Intelligent Transformation—creating better experiences and opportunities for millions of customers around the globe.

Within Digital Workplace Solutions (DWS) Delivery, Managed Services play a critical role in enabling scalable, high-quality service delivery through a robust ecosystem of strategic partners across Latin America. These partners deliver services on behalf of Lenovo and are fundamental to meeting customer commitments, operational excellence, and Customer Experience (CX) objectives in the region.

To support this model, DWS Delivery Latin America seeks a strategic and results-driven Partner Manager to own and strengthen relationships with Managed Services partners, ensuring alignment with Lenovo standards, contractual obligations, compliance requirements, and business objectives.

Role

The Latam Services Partner Manager is responsible for the end-to-end management of a portfolio of Managed Services partners delivering services on behalf of Lenovo across Latin America. This role serves as the primary point of contact for assigned partners and acts as the central interface between partners and internal stakeholders.

The role focuses on partner onboarding, enablement, performance management, and governance, while driving continuous improvement and ensuring consistent service quality, contractual compliance, and scalable growth aligned with Lenovo DWS Delivery strategy.

The role owns partner performance outcomes from onboarding through steady-state delivery but does not directly deliver services, operating instead through governance, influence, and cross-functional coordination. This includes operating effectively across diverse regulatory, labor, and compliance environments in Latin America, ensuring partner adherence to Lenovo policies and local requirements.

Responsibilities

Partner Management and Enablement

• Serve as the primary point of contact and relationship owner for a portfolio of Managed Services partners across Latin America.
• Lead partner onboarding, certification, and enablement processes in alignment with Lenovo standards and regional requirements.
• Work with partners to define service scope, operational expectations, and performance targets.
• Support partners in building business pipeline and capacity plans aligned with DWS Delivery and Sales strategy.
• Identify performance gaps, service risks, and opportunities for improvement, driving remediation plans when required.

Cross-Functional Collaboration

• Act as the central liaison between partners and internal stakeholders including Procurement, Contracts, Legal, Presales, Sales, and Delivery teams.
• Ensure internal alignment and clear communication on partner performance, risks, dependencies, and strategic objectives.
• Serve as an escalation point for delivery-related issues involving partners and ensure timely resolution.
• Maintain a continuous feedback loop with Delivery and Presales teams to improve service design, transition, and execution.
• Support Procurement in evaluating new partner requests and expansions, ensuring all required documentation, compliance, and qualification criteria are met.

Governance and Performance Management

• Lead Quarterly Business Reviews (QBRs) with partners and relevant internal stakeholders.
• Monitor and report on partner performance against SLAs, CSAT, CX, quality, and operational KPIs.
• Ensure adherence to contractual commitments, governance models, and compliance requirements across all LATAM countries with primary scope including Mexico, Brazil, Colombia, Chile, Peru and Argentina.
• Proactively identify contractual, operational, and compliance risks related to partner-delivered services and drive mitigation plans with relevant stakeholders.
• Drive continuous improvement initiatives to enhance service quality, efficiency, scalability, and customer satisfaction.

Process Optimization and Reporting

• Contribute to the development and continuous improvement of the LATAM partner management framework and processes.
• Maintain accurate partner documentation, records, operational data and dashboards.
• Provide regular performance reports, risk assessments, and actionable recommendations to DWS Delivery leadership.
• Facilitate decision-making forums with internal teams and partners when service, cost, risk, or compliance trade-offs are required.
• Support DWS Delivery Monthly Business Reviews with partner performance insights, financial data, and key operational metrics.

Qualifications

• Bachelor’s degree in Business, Engineering, Information Technology, Operations, or a related field.
• Minimum of 5 years of experience in Partner Management, Service Delivery Management, or Managed Services operations.
• Strong understanding of Managed Services delivery models and partner ecosystems.
• Proven experience working cross-functionally with Procurement, Contracts, Legal, Sales, Presales, and Delivery teams.
• Solid knowledge of service delivery operations, governance models, and performance management.
• Exceptional communication, negotiation, and stakeholder management skills.
• Strong analytical and organizational skills, with high attention to detail.
• Ability to manage multiple partner relationships and priorities across different countries and cultures.
• Demonstrated ability to influence senior stakeholders and partners without direct authority.
• Proficiency in Microsoft Office tools, including Word, Excel, Outlook, and PowerPoint.

Preferred Attributes

• Experience with contract lifecycle management (CLM) tools and procurement processes.
• Knowledge of ITIL or Service Management frameworks.
• Experience with performance reporting tools such as Power BI.
• Strong customer-centric mindset with a focus on service quality and continuous improvement.
• Ability to operate effectively in a fast-paced, matrixed, and multicultural environment.
• Proficiency in English, Spanish and Portuguese.
• Willingness to travel occasionally within Latin America to support partner governance activities such as QBRs.