Manager, Strategic Partner Operations

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

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What you get to do in this role:

ServiceNow seeks a strategic and operationally excellent Manager to lead Global Partner Operations within the Service Provider channel. In this role, you will build and mentor a high-performing team of four direct reports while personally managing operations across 12 critical GSI and C&I partners-including Cognizant, Infosys, DXC, Accenture, and Deloitte.

You will oversee forecasting accuracy, prebuy strategy and burndown execution, partner performance scorecards, MBO attainment, and WorkSpan platform adoption while scaling operations to support expanding partner relationships and revenue targets. This role reports to the Sr. Director, Global Partners, and sits at the intersection of sales strategy, partner strategy, and finance.

Key Responsibilities:

Team Leadership & Development

• Build, mentor, and develop a team of four partner operations specialists, setting expectations for partner performance, forecasting accuracy, and process discipline.
• Establish team operating rhythm-weekly syncs, monthly reviews, quarterly planning-and create accountability frameworks for individual and team-level OKRs.
• Coach team members on partner relationship management, financial acumen, and cross-functional collaboration. Support career development and growth pathways.
• Conduct 1:1s, provide feedback, and manage performance aligned to ServiceNow talent practices and seasonal business rhythm.

Partner Operations & Revenue Assurance

• Own forecasting accuracy and pipeline health across 12 strategic partners. Develop quarterly and annual forecasts by partner and product line; manage month-end and quarter-end forecast reviews and reforecasts.
• Oversee prebuy programs and burndown tracking. Set annual prebuy commitments with finance and GTM, track quarterly burndown performance, escalate shortfalls, and recommend adjustment strategies.
• Maintain and refresh partner scorecards. Establish metrics for deal volume, ASP, attach rate, market expansion, time-to-cash, and customer satisfaction. Review scorecards monthly with partners and quarterly with leadership.
• Drive WorkSpan adoption and platform engagement across all 12 partners. Troubleshoot data quality issues, ensure compliance with deal logging requirements, and support partners on integration and workflow.

MBO Tracking & Partner Performance Management

• Establish and track annual MBO targets with each partner. Monitor progress against sales, attach, expansion, and adoption KPIs. Provide real-time visibility to partners and ServiceNow leadership.
• Conduct quarterly business reviews with partners and ServiceNow stakeholders (sales, regional leadership, finance). Present performance data, identify risks and opportunities, and reset action plans.
• Escalate partner issues (forecast misses, adoption blockers, relationship strain) to Sr. Director and regional/sales leadership with recommended solutions.

Cross-Functional Collaboration & Governance

• Align with finance on quarterly business reviews, prebuy and burndown variance analysis, and partner revenue timing. Provide data to support Financial Planning & Analysis.
• Partner with regional sales leaders and Account Executives to resolve partner issues, accelerate opportunities, and support joint planning.
• Maintain governance documentation: RACI matrices, escalation paths, process documentation. Keep processes current as partner operations scale or organizational structures shift.

To be successful in this role you have:

• 5+ years in partner operations, channel operations, or revenue operations roles. 2+ years in a team lead or management capacity.
• Demonstrated expertise in forecasting, partner performance management, or deal tracking systems (WorkSpan, Salesforce, or equivalent platforms a plus).
• Strong financial acumen: ability to read P&Ls, track ACV, manage burndown, and present financial data to leadership.
• Proven people management skills: ability to hire, develop, coach, and hold team members accountable. Experience with performance feedback and succession planning.
• Excellent communication skills across all levels of the organization-from frontline partners to C-level executives. Ability to distill complex data into clear, actionable insights.

Preferred Qualifications

• Background in software, SaaS, or enterprise technology sales or operations.
• Experience managing GSI or consulting partner relationships.
• Familiarity with ServiceNow products, platform, and customer ecosystem.
• Advanced Excel or data visualization skills (Tableau, Power BI).

What We're Looking For

• Operationally excellent and process-oriented. You create clarity through documentation, cadence, and governance.
• A trusted advisor and relationship builder. You balance accountability with partnership, and you escalate issues thoughtfully-not reactively.
• Intellectually curious and analytical. You ask tough questions, validate assumptions, and use data to make decisions.
• Coachable and action-oriented. You iterate quickly on feedback and move with urgency while maintaining quality.

JV20

For positions in this location, we offer a base pay of $94,000 - $155,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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