Manager, Strategic Partner Operations

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.

Function: Sales
Experience Level: Not Applicable