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 GTM Operations Director is responsible for building and running the operating model that scales partner-delivered and embedded solutions, driving predictable growth, partner satisfaction, and compliant execution across geos and routes-to-market. The role acts as the operational “control tower” between partnerships, product, sales, finance, and legal. 

Operational strategy and governance 

• Define and own the endtoend operating model for partner solutions and embedded offerings (from partner onboarding and solution design through co-sell, billing, and support)
• Establish and run the rhythm of the business for partner and embedded motions, including QBRs, MBRs, pipeline and forecast reviews, and program health reviews
• Create and maintain clear governance, RACIs, and approval workflows for large/complex deals, non-standard terms, and new embedded constructs

Process, systems and tooling 

• Design, document, and continuously improve core processes across partner GTM, sales, finance, legal, and customer success to make it “easy to do business” with and through partners
• Own the functional requirements and roadmap for supporting digital capabilities for partner and embedded-solution motions
• Drive automation and standardization of workflows, minimizing manual touchpoints while maintaining appropriate controls and compliance

Performance management and analytics 

• Define success metrics and dashboards for partner and embedded solutions (e.g., attach and adoption rates, partner-sourced and influenced ACV, solution margin, partner health, time-to-launch)
• Lead forecasting and performance reviews for partner and embedded motions, providing insight and recommendations to executive and field leadership
• Use data to identify bottlenecks and opportunities, prioritize improvements, and track impact of operational changes

Cross-functional and partner collaboration 

• Partner with Product, Partnerships, Sales, and Finance to operationalize new embedded offerings and partner solutions, including packaging, pricing guardrails, and quote-to-cash design
• Serve as the primary operational point of contact for key partners on topics such as deal execution, reporting, incentives, and program requirements
• Coordinate with regional and route-to-market leaders to ensure global standards with local flexibility where needed

Risk, compliance, and quality 

• Ensure operational compliance with partner agreements, commercial policies, and relevant regulatory requirements across embedded and partner-delivered models
• Define and maintain controls, documentation, and audit readiness for partner and embedded motions (e.g., discounting approvals, data sharing, incentives, and rebates)
• Monitor quality of execution and customer/partner experience, driving corrective action plans where needed

Partner Solution Consulting Operations 

• Lead operations for partner solution consulting, covering scoping, staffing, delivery governance, and post implementation review for partner-led and embedded solutions
• Partner with Partner Sales, Solution Consulting, and Services to support operational alignment across presales with delivery capabilities, minimizing delivery risk and rework
• Establish KPIs for partner solution consulting; review performance regularly and drive actions to improve efficiency and impact

Our ideal candidate:

• 10+ years in SaaS operations, revenue operations, or partner/channel operations, including direct experience with partner ecosystems and/or embedded solution models
• Proven track record designing and running complex GTM operating models, with measurable impact on revenue growth, productivity, and/or margin
• Demonstrated ability to influence and collaborate with senior leaders across sales, partnerships, product, finance, and legal
• Excellent communication skills, with the ability to translate complex operational details into clear, executive-ready narratives and decisions

Additional preferred qualifications: 

• Experience in enterprise SaaS with large, global partner ecosystems
• Background in management consulting, corporate strategy, or strategic operations
• Familiarity with embedded solutions, embedded platform models, or solution-led partner motions (co-built / co-sell plays)

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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