Governance & Performance Management Lead - Expert Labs

Joining the IBM Technology Expert Labs team means becoming part of a global organization focused on delivering world-class outcomes for clients, partners, and IBM. Expert Labs combines deep technical expertise, operational excellence, and ecosystem collaboration to accelerate business value and drive growth across IBM's software portfolio. Our culture is collaborative, innovative, and outcome-oriented. We empower our teams to solve complex business challenges, influence strategic decisions, and deliver measurable impact across the organization while continuously developing their professional and leadership capabilities.

As a Governance & Performance Management Lead, you will be responsible for defining, implementing, and continuously improving the operational governance framework supporting the Expert Labs Partner Ecosystem, Select Territory & Select Horizon.

You will drive visibility, accountability, and performance management across multiple business functions while ensuring alignment with revenue, growth, and strategic objectives.

You will work closely with executive leadership, sales, delivery, finance, operations, and IBM Ecosystem & Select teams to establish business rhythms, lead and manage workflows, operational metrics, performance dashboards, and governance processes that enable data-driven decision-making and insights.

Your primary responsibilities will include

* Establish governance frameworks and operating cadences. * Fieldglass optimization. * Geo PO process daily monitoring. * Analyze and optimize process and time from signing to work order request. * Proactively identify opportunities to drive continuous operational effectiveness as the business transforms and grows. * Ensure decisions are clear, processes are scalable, and execution is consistent globally—while minimizing friction for Sales, Delivery, and Ecosystem teams. * Drive end-to-end process adoption, compliance, and escalation paths globally. * Develop Partner Success Scorecards and other dashboards as needed (360 partnership view of Expert Labs Ecosystem Partners). * Lead quarterly business reviews and performance discussions with key stakeholders. * Provide executive reporting and strategic insights to upline. * Drive accountability across business functions. * Data analysis and reporting and EPM dashboard. * Special projects as assigned. Proven extensive experience in Business Operations, PMO, Governance or Revenue Operations. Experience developing executive dashboards, KPI frameworks, and performance scorecards for senior leadership. Experience leading cross-functional governance reviews, business operating cadences, and executive business reviews. Advanced proficiency in Power BI, Tableau, Cognos, Bob or equivalent analytics tools. Experience working with financial, operational, revenue, or business performance metrics. Experience applying Operational Excellence, Agile, Lean, Six Sigma, or continuous improvement methodologies. Experience operating in a global matrix organization and influencing stakeholders without direct authority. Experience presenting business insights and recommendations to Director-level stakeholders and above. Experience supporting SaaS, Consulting Services, Partner Ecosystem, or Technology organizations. Experience with supplier management workflows and platforms (Fieldglass, Ariba, SAP, etc.). SQL, Power Query, or advanced data analytics capabilities. Experience with business forecasting, capacity planning, or financial modeling. Costa Rica Data & Analytics Hybrid Professional Heredia, CR