Director Global Partner Delivery

cyberu

1d • $152,300 - $243,700 • Remote

About The Position

Cornerstone is seeking a Director of Global Partner Delivery to build and lead a formal global program that enables its Professional Services organization to scale through a high-performing ecosystem of delivery partners. This builder role has end-to-end accountability for establishing the operating model, standards, governance, and performance mechanisms needed to deliver consistent customer outcomes through partners. The Director will establish the foundation and guardrails for how partners are selected, enabled, assigned, measured, and improved throughout the delivery lifecycle.

The role works closely with Services leadership, Alliances, Sales, Customer Success, Product, Finance, Legal, and regional delivery teams. Success is measured by partner-delivered customer outcomes, quality, predictability, capacity, economics, and customer experience—not simply by the number of partners recruited.

The Director will build the global partner delivery program; establish delivery standards, guardrails, and proficiency requirements; govern partner performance and quality; scale partner-led delivery; strengthen commercial and operational discipline; and lead cross-functional alignment. During the first 12 months, the Director is expected to assess the partner portfolio and coverage gaps; launch the operating model, segmentation, tiering, readiness standards, certification, scorecards, and governance; establish quality gates and demand-and-capacity planning; define an initial portfolio of repeatable partner-led services; and produce a multi-year roadmap to expand partner-delivered capacity and improve delivery economics.

Requirements

• 10+ years of experience in professional services, enterprise software implementation, partner delivery, consulting operations, or a related discipline.
• At least five years of leadership experience managing service delivery programs, partner ecosystems, or complex global transformation initiatives.
• Demonstrated success building or materially transforming a partner-delivery program, rather than solely managing alliance relationships.
• Experience governing systems integrators, consulting firms, or outsourced delivery providers in an enterprise SaaS environment.
• Strong understanding of implementation methodologies, project governance, quality management, resource planning, and customer-risk management.
• Proven ability to translate strategy into operating processes, metrics, controls, and repeatable execution.
• Experience developing partner scorecards, service-level expectations, certification standards, and performance-improvement plans.
• Strong commercial and financial acumen, including experience with statements of work, rate structures, delivery margins, and partner economics.
• Ability to influence senior stakeholders and align teams across Services, Alliances, Sales, Customer Success, Product, Finance, and Legal.
• Experience operating across multiple regions, cultures, and delivery models.
• Bachelor’s degree or equivalent professional experience.

Nice To Haves

• Advanced degree.
• Experience with enterprise HR technology, learning-management platforms, talent solutions, or other complex SaaS products.
• Experience scaling partner-led implementations, migrations, or managed services.
• Familiarity with outcome-based services, standardized delivery packages, and milestone-based commercial models.
• Experience applying automation and AI to improve implementation efficiency, quality management, or delivery oversight.
• Background working for both a software provider and a systems integrator or consulting organization.
• Relevant project, quality, or service-management certifications.

Responsibilities

• Design and implement Cornerstone’s global service delivery partner operating model, including program structure, roles, decision rights, engagement processes, and governance.
• Define partner segments and delivery models based on capability, geography, industry expertise, solution complexity, and customer needs.
• Establish criteria and lifecycle processes for partner selection, onboarding, certification, tiering, advancement, remediation, and offboarding.
• Clarify responsibilities across Services, Alliances, Sales, Customer Success, and partners throughout the customer lifecycle.
• Establish capacity planning that matches forecasted demand with qualified partner capability and availability.
• Define minimum partner delivery standards covering methodology, technical proficiency, project governance, documentation, security, and customer communications.
• Create delivery playbooks, quality gates, acceptance criteria, escalation protocols, and implementation controls.
• Partner with Customer and Partner Enablement to develop role-based training, certification, and continuing-readiness requirements.
• Ensure partners demonstrate delivery proficiency before independently leading customer engagements.
• Establish requirements for complex, strategic, regulated, and migration-related programs, including when Cornerstone oversight or approval is mandatory.
• Create mechanisms that protect customer experience while allowing partners appropriate delivery autonomy.
• Implement a performance-management framework with measurable standards for quality, customer outcomes, predictability, and financial performance.
• Establish partner scorecards covering customer satisfaction and NPS; time to value and go-live; on-time and on-budget delivery; milestone acceptance and first-pass quality; defects, rework, and escalations; resource quality and certification compliance; forecast accuracy and capacity fulfillment; gross margin and cost-to-deliver; and customer adoption and outcomes.
• Lead regular operational reviews and quarterly business reviews with priority delivery partners.
• Develop early-warning indicators for delivery risk and corrective-action, probation, and remediation processes for underperforming partners.
• Create a closed-loop feedback mechanism that connects implementation results to enablement, methodology, product, and partner-management improvements.
• Determine which services and customer segments are appropriate for partner-led, co-delivered, or Cornerstone-led delivery.
• Build a transition model to increase partner delivery capacity without compromising customer experience, and develop repeatable service packages and delivery patterns.
• Coordinate with regional Services leaders to identify capacity gaps and deploy qualified partners against demand.
• Prepare partners for new product introductions, migrations, and strategic transformation programs before customer demand scales.
• Build a balanced partner portfolio with appropriate geographic, language, industry, and technical coverage and reduced dependency on any single partner.
• Partner with Finance, Legal, Procurement, and Alliances to establish commercial standards, statements of work, rate structures, payment milestones, accountability provisions, and quality protections.
• Improve partner-delivery economics and predictability while maintaining appropriate performance incentives.
• Define transparent, objective rules for opportunity assignment and partner engagement aligned with customer needs.
• Establish accurate reporting for partner capacity, utilization, pipeline, delivery status, financial performance, and customer risk.
• Evaluate total delivery economics, including oversight requirements, rework, escalations, and internal capacity, rather than partner rates alone.
• Support annual planning and investment decisions with data on partner performance, capacity, and market coverage.
• Serve as the primary operational leader for partner-delivered services within the Global Services organization.
• Build strong working relationships with Alliances while maintaining clear accountability for delivery readiness and quality.
• Partner with Sales and Customer Success to set customer expectations and engage delivery partners early in the opportunity lifecycle.
• Work with Product and Engineering to improve implementation readiness and incorporate partner feedback into product and deployment strategies.
• Represent partner-delivery performance, risks, and investment needs to senior leadership.
• Champion consistent, high-quality customer implementation experiences regardless of who performs the work.
• During the first year, assess the current partner portfolio, practices, performance, and coverage gaps; launch the operating model and formal governance; baseline priority-partner performance; establish quality gates, capacity planning, and a repeatable partner-led service portfolio; and produce a multi-year roadmap.

Benefits

• Comprehensive benefit offering.
• Annual bonuses and short- and program-specific awards may be included depending on the role.
• Flexible and empowering career experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Director