Manager of Strategic Partner Operations, ServiceNow

• 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
• Operationally excellent and process-oriented. You create clarity through documentation, cadence, and governance
• A trusted advisor and relationship builder. You balance accountability with partnership, and you escalate issues thoughtfully—not reactively
• Intellectually curious and analytical. You ask tough questions, validate assumptions, and use data to make decisions
• Coachable and action-oriented. You iterate quickly on feedback and move with urgency while maintaining quality

Desirable

• ServiceNow seeks a strategic and operationally excellent Manager to lead Global Partner Operations within the Service Provider channel
• In this role, you will build and mentor a high-performing team of four direct reports while personally managing operations across 12 critical GSI and C&I partners—including Cognizant, Infosys, DXC, Accenture, and Deloitte
• You will oversee forecasting accuracy, prebuy strategy and burndown execution, partner performance scorecards, MBO attainment, and WorkSpan platform adoption while scaling operations to support expanding partner relationships and revenue targets
• This role reports to the Sr Director, Global Partners, and sits at the intersection of sales strategy, partner strategy, and finance
• Team Leadership & Development
• Build, mentor, and develop a team of four partner operations specialists, setting expectations for partner performance, forecasting accuracy, and process discipline
• Establish team operating rhythm—weekly syncs, monthly reviews, quarterly planning—and create accountability frameworks for individual and team-level OKRs
• Coach team members on partner relationship management, financial acumen, and cross-functional collaboration. Support career development and growth pathways
• Conduct 1:1s, provide feedback, and manage performance aligned to ServiceNow talent practices and seasonal business rhythm
• 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. Establish metrics for deal volume, ASP, attach rate, market expansion, time-to-cash, and customer satisfaction. Review scorecards monthly with partners and quarterly with leadership
• Drive WorkSpan adoption and platform engagement across all 12 partners. Troubleshoot data quality issues, ensure compliance with deal logging requirements, and support partners on integration and workflow
• MBO Tracking & Partner Performance Management
• Establish and track annual MBO targets with each partner. Monitor progress against sales, attach, expansion, and adoption KPIs. Provide real-time visibility to partners and ServiceNow leadership
• Conduct quarterly business reviews with partners and ServiceNow stakeholders (sales, regional leadership, finance). Present performance data, identify risks and opportunities, and reset action plans
• Escalate partner issues (forecast misses, adoption blockers, relationship strain) 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. Provide data to support Financial Planning & Analysis
• Partner with regional sales leaders and Account Executives to resolve partner issues, accelerate opportunities, and support joint planning
• Maintain governance documentation: RACI matrices, escalation paths, process documentation. Keep processes current as partner operations scale or organizational structures shift