Manager, Strategic Partner Operations

Job description

What you get to do in this role

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.

Key Responsibilities

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.

Qualifications

To be successful in this role you have: 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).

What We're Looking For

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.

JV20 For positions in this location, we offer a base pay of $94,000 - $155,100 , 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.