Lead Partner Services Program Manager

Your role at Dynatrace

Dynatrace partners deliver a growing share of the implementations that determine whether our customers realize value. The Partner Services Program gives us the frameworks to make that delivery consistent: the Partner Delivery Maturity Model, the Partner Delivery Enablement Framework, the Partner Delivery Toolkit, and the Services Endorsement Program.  This role owns operating them as a single governed system. You will own how Dynatrace assesses, certifies, and holds partners accountable for delivery quality worldwide. You decide what qualified looks like, you run the reviews that determine whether a partner has reached it, and you own the quality bar that protects our customers when we are not the ones in the room.  This is a build role inside an existing program. The frameworks are documented. Turning them into a repeatable, auditable, globally consistent operating system is the work.    Responsibilities : Certification and tiering:

Own the Partner Delivery Maturity Model as the single system of record for partner delivery capability, including the Entry, Growing, Proficient, and Advanced tier definitions  Run partner tier assessments and establish a re-certification cadence, so that a tier reflects current capability rather than a past achievement  Maintain the capacity and competency standards for each tier, including dedicated resource counts and role-based training and hands-on experience requirements  Serve as the decision authority on tier advancement, and communicate declines with a clear remediation path

Operate the Services Endorsement Program: application intake, verification of customer-validated engagements in the trailing 18 months, and the Dynatrace-led delivery review  Own the pre-engagement and post-engagement quality review process and the partner quality audit cycle  Own the partner delivery health and quality gates currently in development, and take them to production  Hold partners to the 90% customer satisfaction commitment, and run the improvement plan process when they fall below it  Govern the Co-Delivery Rules of Engagement, adjudicating where a partner delivers independently, where ACE leads, and where ACE backfills competency gaps.

Maintain the Partner Delivery Enablement Framework and the Partner Delivery Toolkit as living assets, versioned and current with the platform  Define the post-sales RACI for engagements where partners are involved, resolving the handoff ambiguity that exists today across ACE, Enterprise Support Services, and Customer Success  Translate tier competency requirements into content specifications for Dynatrace University and Product Education, and for ACE where hands-on enablement is required. You define what a certified partner must be able to do. You do not build the curriculum.  Report partner delivery quality, tier distribution, and endorsement pipeline to Customer organization leadership on a standing cadence

Lead a small team as the program scales, with initial focus on individual ownership and program build  What will help you succeed

Six or more years in professional services, partner programs, or delivery quality, including two or more years owning a program with external accountability  Demonstrated ownership of a certification, accreditation, or partner competency framework, including the authority to grant and withhold status  Experience running quality assurance or audit processes against external delivery organizations  Track record of building program operating cadence from documented frameworks, not only executing an established one  Ability to hold a standard with a commercial partner while preserving the relationship

Experience in observability, application performance monitoring, cloud infrastructure, or a comparable technical platform where implementation