Senior Director, AMS Partner Operations

ServiceNow•Santa Clara, CA

2d•$194,900 - $350,900•Remote

About The Position

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. Key Responsibilities: Strategic Leadership & Planning Develop and execute comprehensive partner operations strategies aligned with large, complex deal cycles and overall AMS GTM objectives. Partner with AMS Partner Sales executive leadership and cross-functional teams to influence business direction and identify new growth opportunities. Support and drive AMS Channel forecasting, planning, and prioritization cycles, ensuring accuracy and strategic alignment, including resource allocation. Serve as a thought leader, innovating and optimizing business processes and partner framework approaches. AMS Partner GTM Initiatives & Operations Management Oversee AMS partner operational initiatives, including process improvement, workflow optimization, and enablement of internal and partner teams for scalable growth and productivity. Build, document, and maintain operational playbooks, standard operating procedures, and reporting frameworks for AMS partner GTM activities. Ensure partner compliance with agreements and internal controls, including risk mitigation and regulatory adherence. Lead cross-functional working groups and manage complex, strategic initiatives or projects involving multiple stakeholders. Analytics, Reporting & Performance Measurement Leverage analytics and KPIs to monitor AMS partner and channel performance, deal velocity, and business impact, providing actionable insights for decision-making. Develop and implement dashboards, reporting tools, and metrics to track and improve the effectiveness of AMS partner programs and AMS partner operational initiatives. Monitor ROI on AMS partner investments and programs in partnership with Finance and other functions. Collaboration & Change Management Collaborate with AMS Partner Field GTM teams, AMS Partnership teams, Marketing, Finance, and AMS Customer Success to streamline operations across the partner journey and remove barriers to business success. Drive adoption of new tools, technologies, and best practices to support partner operations scale and efficiency. Mentor and enable broader operational excellence initiatives and partner network development, building a strong culture of accountability, innovation, and teamwork. Focus on integrating AI technologies to enhance partner operations and drive innovation. Engage with AMS partners to support operational needs, and ensure alignment with business objectives. These responsibilities position the Senior Director, AMS Partner Operations as a key operational and strategic leader focused on maximizing partner-driven outcomes, supporting organizational growth through data-driven execution, and championing best-in-class GTM practices. This is a senior level leadership position, and will manage a team, to drive operational excellence and achieve business objectives.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
12-15 years of progressive experience in AMS Partner operations with prior partner sales experience an added plus
Strong executive presence and presentation skills
Solid financial/analytical background with an operationally mindset
Demonstrated history of managing data inputs to raise the quality of decision making
Experience building a dispersed Sales Operations organization that continually improves delivery to field sales
Combination of strong intellect, creative problem solving, effective communication with colleagues and willingness to roll up sleeves to improve performance

Responsibilities

Develop and execute comprehensive partner operations strategies aligned with large, complex deal cycles and overall AMS GTM objectives.
Partner with AMS Partner Sales executive leadership and cross-functional teams to influence business direction and identify new growth opportunities.
Support and drive AMS Channel forecasting, planning, and prioritization cycles, ensuring accuracy and strategic alignment, including resource allocation.
Serve as a thought leader, innovating and optimizing business processes and partner framework approaches.
Oversee AMS partner operational initiatives, including process improvement, workflow optimization, and enablement of internal and partner teams for scalable growth and productivity.
Build, document, and maintain operational playbooks, standard operating procedures, and reporting frameworks for AMS partner GTM activities.
Ensure partner compliance with agreements and internal controls, including risk mitigation and regulatory adherence.
Lead cross-functional working groups and manage complex, strategic initiatives or projects involving multiple stakeholders.
Leverage analytics and KPIs to monitor AMS partner and channel performance, deal velocity, and business impact, providing actionable insights for decision-making.
Develop and implement dashboards, reporting tools, and metrics to track and improve the effectiveness of AMS partner programs and AMS partner operational initiatives.
Monitor ROI on AMS partner investments and programs in partnership with Finance and other functions.
Collaborate with AMS Partner Field GTM teams, AMS Partnership teams, Marketing, Finance, and AMS Customer Success to streamline operations across the partner journey and remove barriers to business success.
Drive adoption of new tools, technologies, and best practices to support partner operations scale and efficiency.
Mentor and enable broader operational excellence initiatives and partner network development, building a strong culture of accountability, innovation, and teamwork.
Focus on integrating AI technologies to enhance partner operations and drive innovation.
Engage with AMS partners to support operational needs, and ensure alignment with business objectives.