Professional Services & Partner Delivery Lead in London

HiBob helps modern, mid‑size businesses transform the way they manage people, giving HR and managers all they need to connect, engage, develop, and retain top talent. Since 2015, we’ve achieved consecutive triple‑digit year‑over‑year growth, all backed by our amazing team of Bobbers from across the globe, making us the choice HRIS of over 3,500 midsize and multinational companies. Our HR platform is intuitive, data‑driven, and built for the way people work today: globally, remotely, and collaboratively. Fast‑growing companies such as Airtasker, Go Cardless, Fiverr, and VaynerMedia rely upon Bob to help them create the best work experiences for their people.

The Service Partner Success team sits within the Customer Services & Experience department and is responsible for helping our customers maximise the value of their investment in Bob by delivering exceptional services that enhance the experience and drive business success. Partner Success Managers set and uphold clear standards, ensure the right partner‑to‑customer match, and use data to govern performance and guide progression, championing accountability, collaboration, and continuous improvement to enable Service Partners to deliver a seamless One Bob experience at scale.

Role Overview

As a HiBob Professional Services & Partner Delivery Lead you will be responsible for the successful onboarding, strategic business partnering and management of our Service Partners. You will have a vital role in the scaling and maturity of this function, supporting partners and customers to deploy and drive customer adoption within HiBob. Acting as a key contact for our partners, you will coordinate with other departments to ensure our partners have the skills and competency to meet growing customer needs, product offerings, and unlock opportunities for differentiated services that enhance customer value realisation and partner growth engines with HiBob.

Job Responsibilities

• Manage Partner Accounts & Engagement – Oversee a portfolio of partner accounts, ensuring successful engagement, performance, and growth by building strong relationships and understanding partner differentiators.
• Onboarding & Enablement – Support partners through their onboarding journey and connect them to the right level and type of enablement to ensure HiBob customers achieve their business objectives.
• Sponsor Partner Performance – Track customer and HiBob feedback, oversee partner‑managed project portfolios, and drive improvements to ensure high service quality and KPI attainment.
• Regional Pipeline & Resource Governance – Own forecasting and strategic partner allocation across the region, aligning capacity and expertise to customer demand in partnership with Professional Services, and monitor delivery performance to optimise allocation and strengthen accountability.
• Implementation Success – Work closely with partners and internal teams to ensure smooth, successful customer implementations, handovers and information exchange, facilitating a strong customer experience with single‑team or blended delivery models.
• Delivery Model Advisory – Guide partners in creating, adopting and accelerating HiBob’s standard delivery models and advocate HiBob’s best‑practice methodologies to drive consistency in service quality.
• Escalation Mediation – Manage partner and joint customer escalations to ensure a seamless issue resolution process, by connecting key stakeholders.
• Quality & Delivery Assurance – Apply quality assurance to all partner‑managed projects to measure and improve partner governance practices, and support the design and rollout of a Delivery Assurance Program to safeguard delivery and platform optimisation.
• External Representation – Represent HiBob at partner and industry events, strengthening relationships and advocating for partner success.
• Process Documentation & Optimization – Develop spreadsheets, diagrams and process maps to document needs, improve project delivery and drive process adoption.
• Pre‑Sales Support & Partner Alignment – Work closely with the Sales organisation during pre‑sales on partner‑allocated opportunities, represent partners and Service Partner Success in commercial dialogue, ensuring customer confidence, optimal partner‑resource alignment and collaborating to sponsor service proposal design, pitching and pricing for prospects, customers and partners.

Job Requirements

• Proven working experience in Service Partner Success/Management, Professional Services or Delivery Management.
• Solid understanding or experience in professional services and partnership functions.
• Commercial knowledge or experience pertaining to services, CS & SaaS.
• Proven experience working in SaaS.
• Partner and customer first mentality.
• Excellent external‑facing and internal communication skills.
• Excellent written and verbal communication skills.
• Solid organizational skills including attention to detail and multitasking skills.
• A desire to work in a fast‑paced startup environment.
• A strong work ethic, growth mindset, integrity and desire to succeed.
• Experience working with Salesforce and web‑based technologies.
• Experience with tools including Slack, Zendesk and Tableau is advantageous, as is a background in HR/HRM.

Job Benefits

• Cash allowance for health insurance.
• Annual vision allowance.
• Annual Headspace subscription and wellness benefits.
• Travel support (cycle scheme and season ticket loans).
• Hybrid working from day 1.
• Work from home allowance – to get your home office set up.
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment).
• Bob balance days – enjoy a company‑wide long weekend at the beginning of each quarter.
• 2 Social Impact days per year for volunteering.
• Awesome employee referral programme – $2,500 for each successful referral with an additional ambassador programme.
• Pension scheme auto‑enrolment from day 1.
• Fun company and team social events (locally and virtually with our global teams).
• We love birthdays – take the day off and receive a special gift.

Equal Employment Opportunity

We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.