Sr Business Operations Mgr

About the Role

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 the onboarding and day-to-day operation of Carahsoft, from standing up operating frameworks to activating reseller partners and driving predictable, compliant revenue.

This is a hands-on operational role during a program launch. The person in this role will be the primary operational point of contact between ServiceNow and Carahsoft, and will protect program integrity while accelerating time to revenue. Because Carahsoft’s public sector and commercial business spans federal, state and local, and enterprise accounts, this role requires deep familiarity with US contracting vehicles, procurement rules, and reseller operations.

Key Responsibilities

Distributor operating framework

• Design and stand up the operational framework for Carahsoft across the US and Canada, including processes, roles, service levels, and escalation paths.
• Define the operating cadence (business reviews, forecast calls, issue triage) and the documentation that governs it.
• Establish clear decision rights between ServiceNow and Carahsoft for pricing, deal registration, partner eligibility, and exceptions.
Reseller activation and onboarding

• Own the end-to-end reseller onboarding process through Carahsoft, from partner qualification through certification, enablement, and first deal.
• Work with Carahsoft’s partner and vendor teams to build activation plans and track partner readiness against targets.
• Identify enablement gaps and coordinate with ServiceNow partner enablement to close them.
Deal flow and revenue operations

• Manage deal flow from reseller registration through quote, order, fulfillment, and booking, and resolve bottlenecks as they arise.
• Monitor pipeline and bookings data from Carahsoft and produce regular performance reporting for ServiceNow leadership.
• Ensure transactions meet ServiceNow program rules, pricing governance, and contract terms.
Prebuy and inventory coordination

• Coordinate prebuy and inventory structures with Carahsoft where applicable, including forecasting, replenishment, and working capital considerations.
• Track inventory positions and flag risk early to protect margin and commitments.
Contract vehicle and compliance management

• Ensure Carahsoft’s 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 before they become program issues.
Stakeholder management

• 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.
Performance and continuous improvement

• Define and track KPIs for distributor performance, partner activation, and time to revenue.
• Identify process improvements as the program scales from launch and document lessons learned.

Department: Customer Outcomes
Function: Strategy/Planning
Experience Level: Not Applicable