Senior Business Operations Manager

About the Role

ServiceNow is formalizing Exclusive Networks as its authorized distributor for EMEA, extending our two-tier channel model into the European Union and the Kingdom of Saudi Arabia. The Senior GTM Operations Manager, Distribution will own the onboarding and day-to-day operation of Exclusive Networks, from standing up operating frameworks to activating reseller partners and driving compliant, predictable revenue.

This is a hands-on operational role at a program launch. The person in this role will be the primary operational point of contact between ServiceNow and the distributor, and will protect program integrity while accelerating time to revenue. Because the EU and KSA operate under different regulatory, commercial, and cultural conditions, this role must be based in-region and cannot be absorbed by a US-based or globally stretched resource.

Key Responsibilities

Distributor operating framework

• Design and stand up the operational framework for Exclusive Networks across the EU and KSA, 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 the distributor for pricing, deal registration, partner eligibility, and exceptions.
Reseller activation and onboarding

• Own the end-to-end reseller onboarding process through Exclusive Networks, from partner qualification through certification, enablement, and first deal.
• Work with the distributor’s partner 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 the distributor 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 the distributor where applicable, including forecasting, replenishment, and working capital considerations.
• Track inventory positions and flag risk early to protect margin and commitments.
Compliance and jurisdictional management

• Ensure the distributor’s operations align with requirements across EU member-state and KSA regulations, including tax and invoicing obligations, customs and export controls, data protection, and local commercial rules.
• 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 Exclusive Networks.
• Build working relationships with ServiceNow regional sales leaders, partner managers, and central GPC functions, and represent the distributor’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: Engineering, Infrastructure and Operations
Function: Strategy/Planning
Experience Level: Not Applicable