It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Partner GTM Operations Director is responsible for driving operational excellence, strategic alignment, and scalable go-to-market (GTM) execution across partner and channel ecosystems to support large complex deals.

Essential in scaling partner revenue for large complex deals, improving partner satisfaction, ensuring compliance, and delivering a seamless experience for both internal teams and the partner network. This role combines cross-functional collaboration, operational optimization, and performance management to drive efficiency, compliance, and growth.

Core Responsibilities

• Develop and implement partner operations strategies to support Large Complex deals
• Track and report partner performance metrics across Large Complex deals
• Drive continuous process improvement and simplify partner journey 
• Collaborate with sales, marketing, finance, and product teams to streamline the partner journey and remove barriers to success
• Expand through partner-led growth and operational efficiency
• Drive optimization, analyzes performance metrics, oversees cross-functional processes
• Enable effective collaboration between internal teams

Scope and Deliverables

Process Optimization and Efficiency 

• Identify, design, and improve critical workflows across sales, marketing, customer success, and partner teams to boost operational productivity and effectiveness
• Develop and optimize partner operational processes—such as workflow documentation and standard operating procedures—to support scalability and strategic objectives
• Identify operational inefficiencies and implement scalable solutions for global or regional growth
• Drive the “Ease of Doing Business” for partners

Operational Enablement and Standardization for large complex deals

• Build and maintain operational playbooks, supporting the adoption and integration of repeatable and scalable practices
• Manage cross-functional projects, fostering collaboration between sales, product, marketing, finance, and partner teams
• Ensure compliance with agreements and regulations, monitor risk, and recommend mitigating actions

Performance Measurement and Analytics

• Establish, monitor, and report on key performance indicators (KPIs) to support data-driven decision-making
• Analyze performance metrics, prepare reports, and provide strategic insights and recommendations to improve partner engagement and operational efficiency
• Conduct sales forecasting processes to improve the accuracy and discipline of the rhythm of the business

Cross-Functional Collaboration and Stakeholder Management

• Serve as a liaison between sales, marketing, product, customer success, and partner teams to ensure seamless execution of partner GTM operations and resolve operational challenges
• Act as liaison with partners and resolve operational challenges

Our ideal candidate:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Has spent time sharpening their operations and strategy skills in a management consulting, corporate strategy or corporate development function
• Excellent leadership, communication, negotiation, and organizational skills.
• Demonstrated history of managing large-scale, complex projects and driving strategic change.
• Understands how Enterprise SaaS businesses work and scale
• Expertise in leading and driving cross-functional projects and initiatives
• Very comfortable working with and advising executive audiences
• Operates fluently in a fast-paced autonomous environment
• Sets a high bar for themselves and for the Operations function
• Experience in the domain of Channel and/or Operations

For positions in this location, we offer a base pay of $162,800 - $284,900, 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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