Senior Manager, GTM Readiness - Operations and Field

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

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Role Overview We are seeking a Senior Manager to lead strategic readiness for both operational readiness and field readiness across our go-to-market motion. This leader brings the clarity to set direction for complex launches and the discipline to turn that direction into a clear, executable plan. You will ensure that the business processes, tools, and field teams are ready to transact, sell, position, and demo new and evolving offers, from the back office through to the customer.

The ideal candidate is a strategic thinker who can take an ambiguous launch or transformation and create clarity: what the outcome is, what it takes to get there, who needs to act, and how progress will be measured. You are scrappy yet polished, comfortable influencing without direct authority, and able to connect operational rigor with the needs of sellers and customers.

You have led business process transformation, and you know how to design scalable frameworks that outlast any single launch.

• Partner with Product, Sales, and GTM leaders to understand strategy, value proposition, and launch objectives, and translate them into a clear readiness strategy.
• Define the scope, sequencing, dependencies, and success criteria for each readiness effort, covering both operational and field readiness.
• Develop detailed execution plans with clear owners, milestones, risks, and decision points, and drive them from inception to completion on time, on budget, and with quality.

• Lead the stand-up and transformation of Lead to Cash processes, spanning quote, contract, order, billing, and renewal, and ensure transactability for new offers and business models.
• Ensure comprehensive readiness across sales and operations processes (goal to commission, account planning, deal lifecycle) and tools (CPQ, CLM, dashboards) for all sales roles.
• Work with Monetization, Legal, Compliance, Revenue, Sales Operations, and Deal Desk to resolve process gaps and align on how new offers get sold and closed.
• Drive digitization and automation initiatives that improve speed, quality, and scale.

• Develop and execute field readiness plans for new and evolving offers, preparing sellers, technical sales, and demo teams to sell and position with confidence.
• Create scalable, repeatable readiness frameworks that apply across future in-market launches, and address gaps and overlaps in enablement efforts.
• Establish the cadence and tools that keep field readiness aligned with operational readiness, so the field is never ahead of the back office.

• Define and manage leading and lagging KPIs for operational and field readiness, and drive action plans to improve them.
• Conduct rigorous analysis to produce data-driven recommendations for leadership decisions.
• Deliver clear progress updates to stakeholders and senior leadership.
• Apply a customer and partner lens across the journey to identify and act on optimization opportunities.

• 8+ years of…