Manager, Data Management and Partner

Purpose

Our Data Management and Partner Manager leads teams of technical consultants responsible for pre-sales solutioning, technical deal support, end-to-end solution implementation, maintenance support and offshore vendor management.  The role combines technical leadership, customer advisory, delivery governance and people management to ensure innovative, scalable and commercially viable solutions are designed, delivered and supported. He/She leads teams to ensure innovative, high-quality technical solutions, successful project execution, strong customer relationships and continuous improvement across the professional services portfolio. The role includes managing offshore Partner in Professional Services. Partner Management role manages offshore vendor operations across evaluation, onboarding, staffing coordination, delivery governance, performance tracking, and billing support. 

Solution Portfolio

• Customer Communication Solutions, including customer communication management, multi-channel communication, document composition, workflow and output management solutions.
• Enterprise Content Management Solutions, including document management, records management, workflow automation, content migration, information governance and related integration services.

What you will be doing:

1. Technical Support for Bids and Proposals

• Lead and guide technical consultants in supporting sales and pre-sales engagements, including customer discovery, solution assessment, demonstrations, proof-of-concepts and technical clarifications.
• Own the technical solution approach for bids, tenders and proposals, ensuring the proposed design is feasible, competitive, scalable and aligned with customer requirements.
• Review and approve key proposal deliverables such as solution design documents, statements of work, effort estimates, implementation assumptions, risk considerations and support scope.
• Work closely with account teams, solution consultants, product principals and partners to position professional services effectively and secure profitable opportunities.
• Ensure smooth handover from pre-sales to delivery teams after contract award, including confirmation of scope, assumptions, responsibilities and acceptance criteria.

2. Project Delivery Management

• Manage professional services delivery across assigned projects, ensuring projects are delivered on time, within scope, within budget and to agreed quality standards.
• Provide leadership to technical consultants throughout requirements gathering, solution design, configuration, development, integration, testing, deployment, user acceptance testing, go-live and post-implementation activities.
• Establish delivery standards, reusable templates, quality checkpoints and governance practices to improve consistency and delivery efficiency.
• Partner with project managers to monitor delivery progress, resource allocation, risks, issues, dependencies, change requests and customer communications.
• Act as an escalation point for complex technical, delivery or customer issues, facilitating timely resolution and appropriate stakeholder communication.
• Ensure project documentation is complete and accurate, including requirements documents, functional specifications, solution design documents, test plans, user guides, administrator guides and knowledge transfer materials.

3. Maintenance and Support Management

• Oversee application maintenance and technical support services for delivered Customer Communication and Enterprise Content Management solutions.
• Ensure support incidents, service requests, enhancement requests and change requests are handled according to agreed service levels and support processes.
• Guide consultants in troubleshooting, root cause analysis, defect resolution, system configuration, performance investigation and customer communication.
• Maintain effective escalation paths with product principals, vendors, partners and internal stakeholders for Level 3 support or product-related issues.
• Review recurring issues and support trends to identify improvement opportunities, preventive actions and potential enhancement proposals.
• Ensure proper closure of support tickets, maintenance logs, issue registers, knowledge base articles and customer-facing support documentation.

4. Partner Management

• Manage offshore vendor relationships and coordinate day-to-day vendor operations.
• Support vendor evaluation, onboarding, documentation, access readiness, and compliance activities.
• Coordinate interviews, feedback follow-up, staffing requests, replacements, extensions, and roll-offs.
• Support delivery governance through status meetings, issue tracking, escalations, and service reviews.
• Monitor vendor performance against agreed timelines, quality standards, service levels, and stakeholder feedback.
• Maintain vendor trackers, staffing records, interview updates, performance summaries, and governance documentation.
• Support billing by validating resource details, reviewing invoice information, and resolving discrepancies with relevant teams.

5. People Leadership and Capability Development

• Lead, coach and develop a team of professional technical consultants, ensuring the team has the right technical, delivery and customer engagement capabilities.
• Plan resource allocation across bids, projects and support commitments, balancing workload, priorities, skills and business needs.
• Set performance expectations, provide regular feedback and support career development for team members.
• Promote knowledge sharing, mentoring, technical training and adoption of best practices across the team.
• Build team capability in solution design, software configuration, integration, documentation, troubleshooting, project delivery and customer advisory skills.

5. Customer and Stakeholder Management

• Build and maintain trusted relationships with customers, acting as a senior technical and delivery advisor for the professional services portfolio.
• Engage customer stakeholders to understand business objectives, operational requirements, solution constraints and future roadmap needs.
• Communicate effectively with business users, IT teams, project sponsors, sales teams, project managers, vendors and product principals.
• Support customer satisfaction, service quality and repeat business through proactive engagement and professional delivery execution.

6. Operational Governance and Continuous Improvement

• Define and improve professional services processes, delivery methodologies, documentation standards, support procedures and quality control practices.
• Track key operational metrics such as resource utilisation, project delivery status, support performance, issue trends, project profitability and customer satisfaction.
• Identify opportunities to standardise service offerings, improve estimation accuracy, reduce delivery risk and increase reusability of solution assets.
• Stay current with emerging technologies, product updates and industry trends related to customer communications, enterprise content management, workflow automation and digital transformation.

What are we looking for:

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Engineering or a related discipline.
• At least 8 years of experience in IT professional services, solution delivery, software implementation, systems integration or technical consulting.
• At least 3 years of experience managing or leading technical consultants, delivery teams or solution implementation teams.
• Strong experience in solution design, project delivery and application support for enterprise software solutions.
• Experience in Customer Communication Management, Enterprise Content Management, workflow automation, document management, records management, content migration or related digital transformation solutions is preferred.
• Experience supporting bids, tenders, proposals, statements of work, solution design documents and customer presentations.
• Experience working with project managers, sales teams, vendors, product principals and customers in a delivery-focused environment.

Technical and Professional Competencies

• An IT, Engineering or Technical Degree from a reputable University
• Strong understanding of software development lifecycle, systems integration, application configuration, testing, deployment and support practices.
• Ability to translate customer business requirements into practical technical solutions and delivery plans.
• Strong analytical, troubleshooting and problem-solving skills, with the ability to guide resolution of complex technical issues.
• Good understanding of databases, application platforms, APIs, integrations, infrastructure dependencies, security considerations and production support requirements.
• Strong documentation capability, including the ability to review and improve functional requirements, solution designs, technical specifications, test plans and support procedures.
• Commercial awareness in effort estimation, scope control, change management, project profitability and service delivery commitments.
• Excellent communication, presentation, stakeholder management and customer engagement skills.
• Strong leadership, coaching, planning, prioritisation and cross-functional collaboration skills.