Brief Description
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Head of Partner Performance Management
Location: Pune, India
Reporting to: COO
Salary:38,00,000 – 45,00,000 per annum + benefits
Lead Global Partner Performance at Scale
ESP Global Services is seeking an experienced and commercially focused
Head of Partner Performance Management to lead the performance, governance, and operational effectiveness of our global partner workforce.
This is a senior leadership opportunity responsible for overseeing the performance and commercial governance of approximately
200 third-party IT professionals operating across multiple international locations. You will play a critical role in ensuring supplier partners consistently deliver against contractual commitments, service expectations, operational standards, and financial objectives.
Working closely with Customer Success, Operations, Procurement, and Executive Leadership, you will drive supplier accountability, operational excellence, workforce optimisation, and continuous improvement across our global service delivery ecosystem.
What You'll Be Responsible For
- Leading the global supplier performance management strategy and governance framework.
- Managing partner performance against agreed KPIs, SLAs, quality standards, and contractual obligations.
- Driving operational oversight of globally distributed third-party technical resources.
- Owning workforce planning, utilisation, attendance governance, and operational reporting.
- Managing supplier escalations and ensuring timely resolution of service issues.
- Leading Quarterly Business Reviews (QBRs), performance improvement plans, and corrective action programmes.
- Owning the financial performance of supplier-delivered services, including budgeting, forecasting, cost control, billing accuracy, and P&L accountability.
- Driving process standardisation, automation initiatives, and adoption of operational toolsets including ServiceNow and related platforms.
- Building strong relationships with senior stakeholders across Operations, Customer Success, Procurement, and Executive Leadership.
Essential Experience & Skills
To be successful in this role, you will bring:
- 10+ years experience in Partner Performance Management, Supplier Management, Resource Management, Workforce Management, Service Operations, or a related discipline.
- Proven experience leading large global operational teams and supplier ecosystems, ideally supporting IT services, managed services, outsourcing, or technology operations environments.
Strong Expertise In
- Supplier Performance Management
- Service Governance
- KPI & SLA Management
- Escalation Management
- Workforce Planning & Resource Management
- Operational Reporting & Analytics
- Demonstrable experience owning or influencing commercial performance, budgets, forecasting, financial governance, and cost optimisation initiatives.
- Strong stakeholder management skills with the ability to influence senior leaders, suppliers, and cross-functional teams globally.
- Experience implementing governance frameworks, driving accountability, and improving operational performance through structured management practices.
- Excellent analytical and problem-solving skills with a data-driven approach to decision making.
- Experience working within multinational, geographically dispersed environments.
Desirable
- Experience within Managed Services, IT Infrastructure Services, Service Desk, End User Computing, or Technology Support environments.
- Exposure to ServiceNow and workforce management platforms.
- Experience driving automation, AI adoption, or service transformation programmes.
Why Join ESP
This is a high-impact leadership role with direct visibility to the COO and senior leadership team. You'll be responsible for shaping how ESP manages and optimises a global supplier workforce, driving service excellence, operational governance, and commercial performance across multiple regions.
Competitive salary of 38–45 Lakhs per annum, dependent on experience, plus the opportunity to influence a critical global function within a growing international technology services organisation.
Apply today if you have the leadership experience, commercial acumen, and operational expertise to drive world-class partner performance on a global scale. 
