Sr Business Operations Mgr

ServiceNow•New York, NY

About The Position

ServiceNow is extending its two-tier channel model across the US and Canada with Carahsoft as its authorized distributor. The Senior GTM Operations Manager, Distribution will own Carahsoft’s onboarding and day-to-day operations, from establishing operating frameworks to activating reseller partners and driving predictable, compliant revenue. This is a hands-on operational role during a program launch and serves as the primary operational point of contact between ServiceNow and Carahsoft. The role protects program integrity while accelerating time to revenue. It requires familiarity with US contracting vehicles, procurement rules, and reseller operations across federal, state and local, and enterprise business. The role establishes the distributor operating model, including processes, roles, service levels, escalation paths, operating cadence, documentation, and decision rights. It owns reseller onboarding and activation, manages deal flow and revenue operations, coordinates prebuy and inventory structures where applicable, and ensures compliance with procurement and commercial requirements across US and Canadian operations. The position partners with ServiceNow sales, partner management, Legal, Finance, Tax, and Trade Compliance teams; defines and tracks performance measures; and improves processes as the program scales.

Requirements

8+ years of experience in channel operations, distribution management, or indirect sales operations, including at least 3 years in a senior or lead capacity.
Direct experience managing or operationalizing a distributor or channel partner program in the US or Canada.
Working knowledge of public sector contracting, including GSA schedules and cooperative purchasing contracts.
Familiarity with commercial requirements affecting distribution, including sales tax, export controls, and US and Canadian invoicing obligations.
Strong operational discipline and ability to translate a launch plan into a working system, track it, and adjust.
Excellent written and verbal communication in English.
Demonstrated ability to work across Sales, Finance, Legal, and Partner Management and influence without direct authority.
Proficiency with Excel and business reporting tools.
Experience with CRM and partner management platforms.
Willingness to travel regularly to Carahsoft and partner sites.
Authorization to work in the United States.

Nice To Haves

Prior experience at a major technology distributor or value-added reseller, particularly one with a public sector practice.
Experience launching a new distribution model or onboarding a distributor in a new market.
Familiarity with prebuy, floor-plan, or inventory financing structures.
Experience with FedRAMP, FAR-based contracting, or other federal procurement frameworks.
Experience with ServiceNow’s partner ecosystem or a comparable enterprise software program.
Canadian channel or public sector experience, including familiarity with Canadian procurement vehicles.

Responsibilities

Design and establish Carahsoft’s operating framework across the US and Canada, including processes, roles, service levels, and escalation paths.
Define the operating cadence, including business reviews, forecast calls, and issue triage, and maintain the documentation that governs it.
Establish decision rights between ServiceNow and Carahsoft for pricing, deal registration, partner eligibility, and exceptions.
Own reseller onboarding through Carahsoft, from partner qualification through certification, enablement, and first deal.
Develop activation plans with Carahsoft’s partner and vendor teams and track partner readiness against targets.
Identify enablement gaps and coordinate with ServiceNow partner enablement to address them.
Manage deal flow from reseller registration through quote, order, fulfillment, and booking, and resolve bottlenecks.
Monitor Carahsoft pipeline and bookings data and produce regular performance reporting for ServiceNow leadership.
Ensure transactions comply with ServiceNow program rules, pricing governance, and contract terms.
Coordinate applicable prebuy and inventory structures with Carahsoft, including forecasting, replenishment, and working capital considerations.
Track inventory positions and flag risks early to protect margin and commitments.
Ensure Carahsoft operations align with US federal, state, and local procurement requirements, including GSA schedules, cooperative contracts, and public sector contracting vehicles.
Support compliance with trade and export controls, sales tax and invoicing obligations, and data privacy requirements across US and Canadian operations.
Partner with Legal, Finance, Tax, and Trade Compliance to resolve jurisdiction-specific questions.
Serve as the day-to-day operational point of contact between ServiceNow and Carahsoft.
Build working relationships with ServiceNow US and Canada sales leaders, partner managers, and central GPC functions, and represent Carahsoft’s operational needs internally.
Escalate issues with clear options and recommendations and drive them to resolution.
Define and track KPIs for distributor performance, partner activation, and time to revenue.
Identify process improvements as the program scales and document lessons learned.