GTM Operations Director

Job Description

Role overview

The opportunity

We're seeking an experienced partner, business or sales operations leader to architect, execute and help scale a new business function—the partner operating model for our Strategic Technology Partners ecosystem. This is a role that will define the processes, governance, and GTM framework that allows ServiceNow and our technology partners (ISVs) to grow together predictably. You'll help move this business from ad-hoc execution to a repeatable, partner-friendly operating model that ebables revenue growth, partner satisfaction, and operational excellence across all appropriate geographies and routes-to-market.

This is equal parts architect and operator: you'll design the Partner operations playbook and run it, a hands-on role working cross-functionally with leadership across ServiceNow Partnerships, Product, Sales, NPI, Sales Operations, Finance, and Legal teams to turn strategy into partner operational execution.

Key responsibilities

Operating model design & governance (Foundation)
Define the end-to-end partner operations model with internal stakeholders, covering co-sell, licensing, joint solution SKUs, revenue share, billing, and support partnering motions. Work with the Strategic Technology Partner team to establish the rhythm of the business: QBRs, pipeline reviews, forecast cadence, and data requirements that create insights and transparency without bureaucracy.

What you're building: The Partner operating model that doesn't exist at scale today. Your framework sets the standard for how ServiceNow engages with strategic partners at scale.

Process architecture & automation (Scale enabler)
Using your core expertise with power bi and dynamics, design, document, and continuously improve core processes across Partner GTM team, Sales, Sales Operations, Finance, NPI, Legal, and Customer Success—making it genuinely easy to do business with ServiceNow for partners and internal stakeholders alike.  Identify automation opportunities that eliminate manual work while maintaining compliance and controls. You'll leverage your deep knowledge of ServiceNow systems and processes to design and implement operational solutions for the business.

What success looks like: Partners and stakeholders say 'the process just works'—not because they're happy despite complexity, but because you've designed it out.

Performance framework & data-driven insights
Partner with the Strategic Technology Partner leadership team to define success metrics and analytics by business model (co-sell vs. licensed vs. revenue-share vs. other TBD). Build or co-create dashboards and reporting processes that surface bottlenecks, insights, opportunities, and the ROI for the company.

Using your core expertise with power BI and dynamics you'll be comfortable with business intelligence tools and AI-assisted analytics (Copilot, Claude, etc.) to generate dashboards with business insights, not just data reports, liaising with Global Partner and Channels Analytics and tools team.

Cross-functional orchestration & partner enablement
Act as the Partner operational hub between Strategic Technology Partnerships, Product, Sales, Sales Ops, NPI, Finance, and Legal. You'll help operationalize new offerings and partner solutions—working through pricing guardrails, quote-to-cash design, and program requirements with all relevant stakeholders.

Serve as the trusted operational point of contact for key partners on reporting, incentives, program standards, and escalations. Coordinate with regional and route-to-market leaders to balance global consistency with local flexibility.

Risk, compliance & quality assurance
Define and maintain the compliance and control framework for partner motions (revenue recognition, data sharing, contract alignment). Ensure audit readiness and documentation—but frame it as enabling confidence, not preventing risk. Monitor execution quality and partner/customer experience. When issues arise, drive corrective action plans with partners and internal stakeholders to resolve them quickly and learn from them. 

Qualifications

What you bring

Core experience (Required)

• 10+ years in SaaS business or partner operations, with direct hands-on experience building and scaling partner ecosystem models
• Operating model design track record that resulted in measurable revenue growth, improved partner satisfaction, or productivity gains
• Depth with ServiceNow productivity tools, reporting, BI Dashboards, systems of record.
• Deep expertise in partner business models—co-sell, licensing, revenue-share, and joint solutions—including the systems, contracts, and people dynamics that make them work
• Comfort with ambiguity and experience starting from first principles to design partner operations frameworks if none exist
• Stakeholder influence across senior leadership—you can make partners, product leaders, finance executives, and legal teams feel heard and move decisions forward

Demonstrated skills

• Complex problem decomposition: You can take a messy, cross-functional partner challenge, break it into discrete processes, and design partner operations solutions that work for multiple stakeholders
• Communication excellence: You translate operational complexity into clear executive narratives that drive decisions
• Systems thinking: You understand ServiceNow's sales, finance, legal, and product systems and reporting tools to determine how to design partner operations processes for Strategic Technology Partners
• Data fluency: You're comfortable defining metrics, creating/reading dashboards, and using data to prioritize and communicate business insights and impact
• Influence without authority: You can move things forward by building alignment, not by controlling budgets

Ideal background

• Prior experience in strategic operational sales, partnership operations, or business operations roles
• Familiarity with ServiceNow's platform, sales structure, or partner ecosystem (a plus, not required)
• Track record working successfully with multiple partner business models in parallel

Why this matters

Strategic Technology Partnerships are core to how ServiceNow scales with customers and extends platform capabilities. Right now, each partnership is somewhat custom—which creates flexibility but also some complexity. You’ll get hands on and build the operating support model that lets us scale partnerships.

This is a high-impact role where you'll own something, build it, and see it work.

What we're looking for in you

Above all: intellectual curiosity about how things should work, enjoy building, comfortable with ambiguity, and have a genuine interest in enabling partners and teams to succeed. You're not here to say no; you're here to make yes possible at scale.

Additional Information

65,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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