Partner Delivery Manager

Summary

Join Feedzai's Partner Services and Delivery (PSD) organization as a Partner Delivery Manager (PDM) and ensure the successful execution of partner-led service delivery engagements. Oversee project performance, enforce delivery governance, and manage delivery-related risks and escalations. The PDM will provide project-level oversight, ensure adherence to scope, timelines, and quality standards, and hold partners accountable for meeting service expectations. This role involves close collaboration with cross-functional teams, including Customer Success, Support, Product, and Legal, to guarantee a seamless and high-quality customer experience. The PDM will also play a key role in operationalizing delivery frameworks, driving consistency across engagements, and supporting continuous improvement in partner execution. This position requires a strong understanding of project management, risk mitigation, and partner relationship management within a SaaS environment.

Requirements

• 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

Responsibilities

• 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