Operations Director - Global Partners

Company Description
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.
Job Description
Role
The Operations Director for Global Partners is accountable for the day-to-day running, governance, and performance management of the GSI / IT services partner motion globally, ensuring predictable pipeline, high quality execution, and strong partner productivity across regions. This role owns the operating rhythm, processes, and metrics for a portfolio of global system integrators and IT services partners (e.g., Accenture, Deloitte, DXC, TCS, IBM Consulting,), turning go-to-market strategy into clear cadences, dashboards, and execution standards.
The Operations Director partners closely with global partner sales leaders, geo partner teams, sales operations, finance, and legal to remove friction from deals and drive consistent performance against targets.
Cadence and governance

• Run weekly/monthly operating rhythm: forecast calls, pipeline reviews, deal reviews, execution checkins
• Coordinate QBRs / MBRs with GSIs: performance analysis, exec readouts, action logs, and follow through
• Manage day-to-day deal governance with sales ops, finance, and legal for GSI involved opportunities

Process and SOP ownership

• Maintain, document, and refine SOPs for onboarding, registration, approvals, escalations, and joint engagement
• Own operational readiness for new programs/incentives/RTM changes: process updates, comms, adoption tracking.
• Lead structured RCA and remediation for operational risks and escalations across the GSI portfolio

Tools, data, and reporting

• Own partner scorecards and dashboards; ensure data quality, publication, and actioning with regions
• Work with IT/tools teams on CRM/PRM issues and enhancements (routing, workflows, attribution, reporting)

Coverage, plans, and execution tracking

• Maintain and optimize coverage models, territories, and account assignments for GSI partner managers
• Track execution of joint business plans (pipeline, campaigns, certifications, solution launches) and trigger corrective actions when offtrack

Qualifications
Our ideal candidate:

• 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
• 8-10 years of experience in operations, sales operations, or partner operations within enterprise software, cloud, or IT services, including direct exposure to global system integrators or large outsourcing partners
• Demonstrated success running operating rhythms, building KPI frameworks, and driving process adherence for sales or partner organizations at scale
• Strong understanding of GSI / IT services business models (consulting, implementation, managed services, outsourcing) and how they monetize vendor partnerships
• Advanced proficiency with CRM, PRM, and BI/reporting tools; able to independently design and iterate dashboards and workflows to support field execution
• Excellent stakeholder management skills and experience working with senior partner, sales, finance, and product leaders across geographies

Core competencies

• Operational excellence and process design for partner and sales motions
• Data-driven decision-making and performance management
• Change management and enablement for global field and partner teams

For positions in this location, we offer a base pay of $162,800 - $284,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.