ServiceNow
Operations Director - Global Partners
ServiceNow, San Diego, California, United States, 92189
Company Description
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.
Job Description Role
The Operations Director for Global Partners is accountable for theday-to-day running, governance, and performance management of the GSI / IT services partner motion globally, ensuring predictable pipeline,high qualityexecution, and strong partner productivity across regions. This role owns the operating rhythm, processes, and metrics for a portfolio of global system integrators and IT services partners (e.g., Accenture,Deloitte,DXC, TCS, IBM Consulting,), turninggo-to-marketstrategy into clear cadences, dashboards, and execution standards.
The Operations Director partners closely with global partner sales leaders, geo partner teams, sales operations, finance, and legal to remove friction from deals and drive consistent performance against targets.
Cadence and governance
Run weekly/monthly operating rhythm: forecast calls, pipeline reviews, deal reviews, executioncheckins
Coordinate QBRs / MBRs with GSIs: performance analysis, exec readouts, action logs, andfollow through
Manageday-to-daydeal governance with sales ops, finance, and legal forGSI involvedopportunities
Process and SOP ownership
Maintain, document, and refine SOPs for onboarding, registration, approvals, escalations, and joint engagement
Own operational readiness fornew programs/incentives/RTM changes: process updates, comms, adoption tracking.
Lead structured RCA and remediation for operational risks and escalations across the GSI portfolio
Tools, data, and reporting
Own partner scorecards and dashboards; ensure data quality, publication, and actioning with regions
Work with IT/tools teams on CRM/PRM issues and enhancements (routing, workflows, attribution, reporting)
Coverage, plans, and execution tracking
Maintain andoptimizecoverage models, territories, and account assignments for GSI partner managers
Track execution of joint business plans (pipeline, campaigns, certifications, solution launches) and trigger corrective actions when offtrack
Qualifications Our ideal candidate
Experience in leveraging or critically thinking about how to integrateAIinto work processes, decision-making, or problem-solving. This may include usingAI-powered tools, automating workflows, analyzingAI-driven insights, or exploringAI’s potential impact on the function or industry
8-10 years of experience in operations, sales operations, or partner operations within enterprise software, cloud, or IT services, including direct exposure to global system integrators or large outsourcing partners
Demonstrated success runningoperatingrhythms, building KPI frameworks, and driving process adherence for sales or partner organizations at scale
Strong understanding of GSI / IT services business models (consulting, implementation, managed services, outsourcing) and how they monetize vendor partnerships
Advancedproficiencywith CRM, PRM, and BI/reporting tools; able to independently design and iterate dashboards and workflows to support field execution
Excellent stakeholder management skills and experience working with senior partner, sales, finance, and product leaders across geographies
Core competencies
Operational excellence and process design for partner and sales motions
Data‑drivendecision-makingand performance management
Change management and enablement for global field and partner teams
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.
Additional Information 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 globaltalentss@servicenow.com 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
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Job Description Role
The Operations Director for Global Partners is accountable for theday-to-day running, governance, and performance management of the GSI / IT services partner motion globally, ensuring predictable pipeline,high qualityexecution, and strong partner productivity across regions. This role owns the operating rhythm, processes, and metrics for a portfolio of global system integrators and IT services partners (e.g., Accenture,Deloitte,DXC, TCS, IBM Consulting,), turninggo-to-marketstrategy into clear cadences, dashboards, and execution standards.
The Operations Director partners closely with global partner sales leaders, geo partner teams, sales operations, finance, and legal to remove friction from deals and drive consistent performance against targets.
Cadence and governance
Run weekly/monthly operating rhythm: forecast calls, pipeline reviews, deal reviews, executioncheckins
Coordinate QBRs / MBRs with GSIs: performance analysis, exec readouts, action logs, andfollow through
Manageday-to-daydeal governance with sales ops, finance, and legal forGSI involvedopportunities
Process and SOP ownership
Maintain, document, and refine SOPs for onboarding, registration, approvals, escalations, and joint engagement
Own operational readiness fornew programs/incentives/RTM changes: process updates, comms, adoption tracking.
Lead structured RCA and remediation for operational risks and escalations across the GSI portfolio
Tools, data, and reporting
Own partner scorecards and dashboards; ensure data quality, publication, and actioning with regions
Work with IT/tools teams on CRM/PRM issues and enhancements (routing, workflows, attribution, reporting)
Coverage, plans, and execution tracking
Maintain andoptimizecoverage models, territories, and account assignments for GSI partner managers
Track execution of joint business plans (pipeline, campaigns, certifications, solution launches) and trigger corrective actions when offtrack
Qualifications Our ideal candidate
Experience in leveraging or critically thinking about how to integrateAIinto work processes, decision-making, or problem-solving. This may include usingAI-powered tools, automating workflows, analyzingAI-driven insights, or exploringAI’s potential impact on the function or industry
8-10 years of experience in operations, sales operations, or partner operations within enterprise software, cloud, or IT services, including direct exposure to global system integrators or large outsourcing partners
Demonstrated success runningoperatingrhythms, building KPI frameworks, and driving process adherence for sales or partner organizations at scale
Strong understanding of GSI / IT services business models (consulting, implementation, managed services, outsourcing) and how they monetize vendor partnerships
Advancedproficiencywith CRM, PRM, and BI/reporting tools; able to independently design and iterate dashboards and workflows to support field execution
Excellent stakeholder management skills and experience working with senior partner, sales, finance, and product leaders across geographies
Core competencies
Operational excellence and process design for partner and sales motions
Data‑drivendecision-makingand performance management
Change management and enablement for global field and partner teams
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.
Additional Information 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 globaltalentss@servicenow.com 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.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
#J-18808-Ljbffr