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Salary: USD 94,000 - 155,100 / annual
ServiceNow is seeking a Manager of Strategic Partner Operations to lead Global Partner Operations within the Service Provider channel. You will build and mentor a team of four direct reports while personally managing operations across 12 critical GSI and C&I partners including Cognizant, Infosys, DXC, Accenture, and Deloitte. This role reports to the Sr. Director, Global Partners and sits at the intersection of sales strategy, partner strategy, and finance.
Key responsibilities include:
Team Leadership & Development: Build, mentor, and develop a team of four partner operations specialists. Establish team operating rhythm through weekly syncs, monthly reviews, and quarterly planning. Create accountability frameworks for individual and team-level OKRs. Coach team members on partner relationship management, financial acumen, and cross-functional collaboration. Conduct 1:1s, provide feedback, and manage performance aligned to ServiceNow talent practices.
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 with metrics for deal volume, ASP, attach rate, market expansion, time-to-cash, and customer satisfaction. Drive WorkSpan adoption and platform engagement across all 12 partners, troubleshoot data quality issues, and ensure compliance with deal logging requirements.
MBO Tracking & Partner Performance Management: Establish and track annual MBO targets with each partner. Monitor progress against sales, attach, expansion, and adoption KPIs. Conduct quarterly business reviews with partners and ServiceNow stakeholders. Present performance data, identify risks and opportunities, and reset action plans. Escalate partner issues 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. Partner with regional sales leaders and Account Executives to resolve partner issues and support joint planning. Maintain governance documentation including RACI matrices, escalation paths, and process documentation.
Requirements:
- 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)
