GTM Operations Director - Strategic Technology Partners

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. Join us to put AI to work for people. 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.  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, finan