Pune, India
Reporting to: Chief Operating Officer
Salary: 38,00,000 – 45,00,000 per annum + benefits
ESP Global Services is a leading provider of End User Computing, Field Engineering and Infrastructure Support services to enterprise customers across the globe.
We are seeking an experienced Head of Partner Performance Management to lead the operational performance of our global partner engineering network, ensuring that hundreds of third-party engineers consistently deliver exceptional service to our customers.
This is not a traditional procurement or vendor management role.
You will be responsible for ensuring that partner-employed engineers perform as an extension of ESP's own workforce, meeting customer expectations, contractual service levels and commercial objectives across multiple international regions.
Working closely with Operations, Customer Success, Service Delivery, Procurement and Executive Leadership, you will drive accountability, operational excellence and continuous improvement across our global partner ecosystem.
You will lead the governance and operational performance of approximately 200 third-party engineers delivering:
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End User Computing (EUC)
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Field Engineering
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Deskside Support
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Infrastructure Support
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Engineer Augmentation Services
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Smart Hands and Technical Onsite Services
Your focus is ensuring the right engineers are deployed, performing effectively, meeting service commitments and representing ESP professionally within customer environments.
Success will be measured by operational performance, customer satisfaction, partner accountability and commercial performance.
- Own the operational performance of ESP's global partner-delivered engineering workforce.
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Lead the governance framework across multiple engineering partners and suppliers.
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Ensure partner engineers consistently achieve agreed SLAs, KPIs and customer service standards.
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Drive engineer utilisation, workforce planning, attendance, availability and capacity management.
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Manage operational escalations relating to engineer performance, service delivery and customer experience.
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Hold partners accountable through structured governance, service reviews, corrective action plans and Quarterly Business Reviews.
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Drive continuous improvement across partner performance, engineer quality and operational consistency.
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Work closely with Service Delivery, Customer Success and Operations teams to ensure customer commitments are consistently achieved.
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Own the commercial performance of partner-delivered services, including budgets, forecasting, billing accuracy and cost optimisation.
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Identify opportunities to improve operational efficiency through automation, tooling and process standardisation.
This role will suit someone who has managed large operational teams of third-party engineers delivering IT support services.
You will bring:
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10+ years' experience leading partner-delivered IT service operations, supplier performance or field engineering organisations.
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Demonstrable experience managing third-party engineers delivering End User Computing, Infrastructure Support, Field Services or Engineer Augmentation.
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Experience managing multiple global partner organisations simultaneously.
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Proven success improving partner operational performance through structured governance and performance management.
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Strong experience managing:
- SLA and KPI performance
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Workforce planning and engineer utilisation
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Operational reporting and analytics
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Service governance
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Customer escalations
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Supplier accountability
- Commercial experience managing budgets, forecasting, supplier costs and financial performance.
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Experience leading cross-functional teams across Operations, Service Delivery, Customer Success and Procurement.
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Strong analytical capability with the confidence to challenge poor performance using operational data.
We are particularly interested in candidates who have operational responsibility for partner-employed engineers delivering services such as:
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End User Computing (EUC)
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Field Engineering
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Desktop Support
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Infrastructure Support
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Smart Hands
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IMAC Services
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Break/Fix Services
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Data Centre Support
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Managed Services
Candidates whose experience is primarily within procurement, sourcing, contract administration or general vendor management, without operational accountability for technical service delivery, are unlikely to be suitable for this role.
This is a highly visible leadership role reporting directly to the COO.
You will shape how ESP manages and develops a global network of engineering partners supporting enterprise customers across multiple continents. Your work will directly influence customer satisfaction, operational excellence, service quality and commercial performance.
If you enjoy leading through influence, improving operational performance, holding partners accountable and building world-class engineering services, we'd like to hear from you.
To help us identify the right experience, please ensure your CV clearly demonstrates:
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The number of third-party engineers you have managed.
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The types of IT support services those engineers delivered.
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The countries or regions you were responsible for.
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Examples of how you improved partner performance or service delivery.
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The operational KPIs, SLAs or commercial outcomes you were accountable for.
