Director, Partner Management, AMS

ServiceNow•Santa Clara, CA

About The Position

ServiceNow is seeking a Director to lead our AMS Strategic Managed Partners program — a portfolio of high-priority regional Systems Integrators (SIs) and strategic consulting partners across the Americas. This leader owns the full FY26 Partner Operating Model for a defined set of managed partners: driving joint Business Plans, building partner practice maturity, and delivering measurable ACV influence and NNACV growth aligned to ServiceNow's Northstar priorities of AI, Data, Workflows, and Security. This role combines strategic vision with hands-on execution — managing a team of Partner Managers while personally leading executive relationships, pipeline discipline, and cross-functional alignment across the partner lifecycle.

Requirements

10+ years of work experience in partner management, business development, channels, or alliance roles — with specific experience managing regional SIs, strategic managed partners, or other deal-oriented partnerships at scale.
5+ years as a people manager, leading teams of Partnership Sales, Alliance, and Channels professionals.
Demonstrated ability to own and execute joint Business Plans that translate to measurable ACV influence and pipeline outcomes.
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving — including using AI-powered tools, automating workflows, or analyzing AI-driven insights.
Software industry domain expertise (preferably SaaS/PaaS), and the ability to understand and engage on complex technology and platform problems.
Strong background in Partner Alliance Management, with fluency in the full partner lifecycle from onboarding through practice maturity and value realization.
Strategic thinker who is also execution-oriented — ideally with experience driving cross-functional programs or processes across Sales, Marketing, Product, Legal, and Finance.
Effective at building relationships (internally and with partners), collaborating, and influencing others — including senior executives and C-suite stakeholders in cross-company settings.
Strong communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in both business and technical discussions.
Self-starter who enjoys working in a fast-paced, collaborative, and high-growth environment; a strong team player who is also an independent thinker.
Willing to travel at least 50% across the Americas region.

Responsibilities

Partner Management & Business Planning Lead and grow go-to-market partnerships with AMS strategic managed partners — regional SIs and strategic consulting firms — anchoring all activity to joint Business Plans aligned to FY26 Northstar priorities.
Manage a team of Partner Managers across the Americas, setting direction and building world-class execution capability.
Drive Executive Alignment between partner leadership and ServiceNow senior executives, establishing shared vision, co-investment commitments, and strategic priorities.
Own key partnership areas including strategy development, stakeholder engagement plans, joint solution offerings, tactical execution, and alignment of go-to-market functions.
Increase ServiceNow's Annual Contract Value (ACV) influenced through strategic partners by converting business plans into qualified pipeline and closed revenue.
Be ServiceNow's primary advocate for strategic partner differentiated offerings and value — championing partner capabilities internally and in the market.
Partner Lifecycle Execution Own and orchestrate the full Partner Lifecycle — Executive Alignment, Demand Generation, Enablement, Sales Engagement, Transaction/DealReg, Implementation, and Adoption/Value Realization.
Build pipeline and drive qualified opportunities through co-sell motions, Prospective Tuesdays, and joint demand generation with managed partners.
Facilitate and coordinate go-to-market resources and internal supporting functions (including Legal, Finance, Marketing, Solution Consulting) to deliver desired outcomes.
Conduct day-to-day program management with relevant internal and partner stakeholders; play a 'quarterback' role to manage competing cross-functional priorities.
Ensure flawless deal execution and DealReg discipline — driving transaction velocity and partner accountability through the sales cycle.
Champion partner-led customer adoption and value realization post-implementation, closing the loop on the partner profitability journey.
Business AI & Innovation Leverage Business AI tools — including Claude AI as a Sales Coach and productivity accelerator — to upskill Partner Manager teams and drive more efficient, insight-led partner engagement.
Identify and develop partner go-to-market opportunities around AI-powered ServiceNow offerings, including NowAssist, EmployeeWorks, and emerging AI platform capabilities.
Champion the integration of AI into partner workflows, decision-making, and co-sell motions — creating scalable, repeatable engagement models.
Explore how AI can transform partner program operations, from pipeline tracking to executive reporting, and drive adoption of these capabilities across the team.
Practice Development & Partner Profitability Drive partner practice development across ServiceNow solution areas — tracking services utilization, resource capacity, certification levels, and delivery quality.
Monitor and improve adoption metrics across the managed partner portfolio — measuring product adoption maturity and partner-led customer value outcomes.
Build and grow Transactional (Trans-RTM) revenue, enabling managed partners to operate profitably and independently across the partner lifecycle.
Guide partners along the Partner Lifecycle to Profitability framework — from initial engagement to self-sufficient, high-performing ServiceNow practices.
Impact, Measurement & Reporting Operate within the KPI & OKR framework aligned to top-down leadership direction — tracking pipeline velocity, PRO goals, and progress against NNACV targets.
Build and maintain activity and performance reports and dashboards that provide real-time visibility into partner health, deal progression, and ACV influence.
Work closely with the executive team and internal functional leaders to drive action, resolve blockers, and build accountability across the partner ecosystem.
Deliver regular business reviews with partner executives tied to shared Business Plan milestones and ServiceNow growth commitments.