GTM Operations Director - Strategic Technology Partners

ServiceNow•San Diego, CA

5d•Remote

About The Position

The opportunity We're seeking an experienced partner, business or sales operations leader to architect, execute and help scale a new business function—the partner operating model for our Strategic Technology Partners ecosystem. This is a role that will define the processes, governance, and GTM framework that allows ServiceNow and our technology partners (ISVs) to grow together predictably. You'll help move this business from ad-hoc execution to a repeatable, partner-friendly operating model that enables revenue growth, partner satisfaction, and operational excellence across all appropriate geographies and routes-to-market. This is equal parts architect and operator: you'll design the Partner operations playbook and run it, a hands-on role working cross-functionally with leadership across ServiceNow Partnerships, Product, Sales, NPI, Sales Operations, Finance, and Legal teams to turn strategy into partner operational execution.

Requirements

10+ years in SaaS business or partner operations, with direct hands-on experience building and scaling partner ecosystem models
Operating model design track record that resulted in measurable revenue growth, improved partner satisfaction, or productivity gains
Depth with ServiceNow productivity tools, reporting, BI Dashboards, systems of record.
Deep expertise in partner business models—co-sell, licensing, revenue-share, and joint solutions—including the systems, contracts, and people dynamics that make them work
Comfort with ambiguity and experience starting from first principles to design partner operations frameworks if none exist
Stakeholder influence across senior leadership—you can make partners, product leaders, finance executives, and legal teams feel heard and move decisions forward
Complex problem decomposition: You can take a messy, cross-functional partner challenge, break it into discrete processes, and design partner operations solutions that work for multiple stakeholders
Communication excellence: You translate operational complexity into clear executive narratives that drive decisions
Systems thinking: You understand ServiceNow's sales, finance, legal, and product systems and reporting tools to determine how to design partner operations processes for Strategic Technology Partners
Data fluency: You're comfortable defining metrics, creating/reading dashboards, and using data to prioritize and communicate business insights and impact
Influence without authority: You can move things forward by building alignment, not by controlling budgets

Nice To Haves

Prior experience in strategic operational sales, partnership operations, or business operations roles
Familiarity with ServiceNow's platform, sales structure, or partner ecosystem (a plus, not required)
Track record working successfully with multiple partner business models in parallel
Core expertise with power bi and dynamics
Comfortable with business intelligence tools and AI-assisted analytics (Copilot, Claude, etc.) to generate dashboards with business insights, not just data reports, liaising with Global Partner and Channels Analytics and tools team.

Responsibilities

Define the end-to-end partner operations model with internal stakeholders, covering co-sell, licensing, joint solution SKUs, revenue share, billing, and support partnering motions.
Work with the Strategic Technology Partner team to establish the rhythm of the business: QBRs, pipeline reviews, forecast cadence, and data requirements that create insights and transparency without bureaucracy.
Design, document, and continuously improve core processes across Partner GTM team, Sales, Sales Operations, Finance, NPI, Legal, and Customer Success—making it genuinely easy to do business with ServiceNow for partners and internal stakeholders alike.
Identify automation opportunities that eliminate manual work while maintaining compliance and controls.
Leverage your deep knowledge of ServiceNow systems and processes to design and implement operational solutions for the business.
Partner with the Strategic Technology Partner leadership team to define success metrics and analytics by business model (co-sell vs. licensed vs. revenue-share vs. other TBD).
Build or co-create dashboards and reporting processes that surface bottlenecks, insights, opportunities, and the ROI for the company.
Act as the Partner operational hub between Strategic Technology Partnerships, Product, Sales, Sales Ops, NPI, Finance, and Legal.
Help operationalize new offerings and partner solutions—working through pricing guardrails, quote-to-cash design, and program requirements with all relevant stakeholders.
Serve as the trusted operational point of contact for key partners on reporting, incentives, program standards, and escalations.
Coordinate with regional and route-to-market leaders to balance global consistency with local flexibility.
Define and maintain the compliance and control framework for partner motions (revenue recognition, data sharing, contract alignment).
Ensure audit readiness and documentation—but frame it as enabling confidence, not preventing risk.
Monitor execution quality and partner/customer experience.
When issues arise, drive corrective action plans with partners and internal stakeholders to resolve them quickly and learn from them.