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Senior Manager, Services Delivery Partner Strategy

Toshiba Global Commerce Solutions

Durham, NC

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JOB DETAILS
SKILLS
Alliance/Partner Management, Automation, Benchmarking, Business Skills, Channel Sales, Channel Strategies, Channel Support, Corrective Action, Cost Control, Diversity, Economic Modeling, Ecosystems, Emerging Technology, Gross Margin, Market Share, Medical Conditions, Medical Genetics, Negotiation Skills, On Site Support, Operational Audit, Operational Support, Partner Sales, Performance Management, Performance Metrics, Performance Reviews, Point of Sale (POS) Hardware, Pricing, Process Improvement, Product Pricing, Profit & Loss, Radio Frequency Identification (RFID), Retail, Robotics, Scalable System Development, Service Delivery, Service Level Agreement (SLA)
LOCATION
Durham, NC
POSTED
2 days ago

Toshiba Global Commerce Solutions is seeking a Senior Manager, Services Delivery Partner Strategy to lead the commercial governance of our global service delivery partner ecosystem. This role is responsible for aligning partner selection, pricing standards, and performance management to drive improved gross profit, reduce delivery variability, and ensure consistent service outcomes across all transactions.

This leader will establish a scalable, strategic partner framework-replacing ad hoc engagement models with disciplined economic governance and operational rigor.
Required Qualifications

  • 12+ years of experience in partner management, services operations, or field services strategy
  • Strong commercial acumen with a focus on profitability and cost control
  • Proven experience negotiating service rates and service level agreements (SLAs)
  • Demonstrated ability to influence senior internal stakeholders and external partners
  • Data-driven mindset with strong operational discipline and analytical capabilities
Preferred Qualifications
  • Experience building partner ecosystems in global or multi-region environments
  • Familiarity with emerging technologies such as RFID, robotics, or automation
  • Background in services delivery models within retail, POS, or hardware/software environments
Key Responsibilities
Partner Strategy & Segmentation
  • Evaluate and tier all service delivery partners
  • Define and operationalize partner segmentation (Strategic, Regional, Specialty, Tactical)
  • Align partner capabilities to service lines and geographic needs
  • Rationalize underperforming, redundant, or misaligned partner relationships
Commercial Governance & Pricing
  • Develop and enforce partner pricing standards
  • Establish cost transparency and rate benchmarking practices
  • Align partner selection decisions to gross profit objectives
  • Prevent margin erosion from uncontrolled subcontracting
Operational Alignment & Support
  • Partner with Services Sales and Channel teams to ensure intentional, strategic partner utilization
  • Identify structural inefficiencies through reporting and analytics; recommend corrective action plans
  • Build scalable partner models to support emerging markets (e.g., RFID, robotics, automation)
  • Enable service delivery expansion across LATAM and Canada
Performance Management
  • Drive accountability through regular partner performance reviews
  • Establish KPIs, SLAs, and governance cadences to ensure consistent delivery outcomes
Additional Responsibilities
  • Perform other duties as assigned
What Success Looks Like
  • Improved gross margins across service delivery
  • Reduced variability in partner performance and service outcomes
  • Standardized partner pricing and engagement models
  • A scalable, transparent, and high-performing partner ecosystem

ABOUT THE COMPANY

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe's Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ's, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let's get together to drive the new economy.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

Group health coverage (medical, dental, & vision)
Employee Assistance Programs
Pre-tax spending accounts
401(k) plan (with company match)
Company provided life insurance
Pet Insurance
Employee discounts
Generous paid holiday schedule, paid vacation & sick/personal days

EEO

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation.

DIVERSITY, EQUITY & INCLUSION

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We're passionate about our customers in the retail industry and becoming a more responsible company as we help create a brighter future.

EQUAL OPPORTUNITY EMPLOYER/PROTECTED VETERANS/INDIVIDUALS WITH DISABILITIES

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

About the Company

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Toshiba Global Commerce Solutions