GTM Operations Director – Partner Solutions​/Embedded Solutions

Position: GTM Operations Director – Partner Solutions / Embedded Solutions

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 — Service Now 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.

GTM Operations Director is responsible for building and running the operating model that scales partner-delivered and embedded solutions, driving predictable growth, partner satisfaction, and compliant execution across geos and routes-to-market. The role acts as the operational “control tower” between partnerships, product, sales, finance, and legal.

Operational strategy and governance

• Define and own the endtoend operating model for partner solutions and embedded offerings (from partner onboarding and solution design through co-sell, billing, and support)
• Establish and run the rhythm of the business for partner and embedded motions, including QBRs, MBRs, pipeline and forecast reviews, and program health reviews
• Create and maintain clear governance, RACIs, and approval workflows for large/complex deals, non-standard terms, and new embedded constructs

Process, systems and tooling

• Design, document, and continuously improve core processes across partner GTM, sales, finance, legal, and customer success to make it “easy to do business” with and through partners
• Own the functional requirements and roadmap for supporting digital capabilities for partner and embedded-solution motions
• Drive automation and standardization of workflows, minimizing manual touchpoints while maintaining appropriate controls and compliance

Performance management and analytics

• Define success metrics and dashboards for partner and embedded solutions (e.g., attach and adoption rates, partner-sourced and influenced ACV, solution margin, partner health, time-to-launch)
• Lead forecasting and performance reviews for partner and embedded motions, providing insight and recommendations to executive and field leadership
• Use data to identify bottlenecks and opportunities, prioritize improvements, and track impact of operational changes

Cross-functional and partner collaboration

• Partner with Product, Partnerships, Sales, and Finance to operationalize new embedded offerings and partner solutions, including packaging, pricing guardrails, and quote-to-cash design
• Serve as the primary operational point of contact for key partners on topics such as deal execution, reporting, incentives, and program requirements
• Coordinate with regional and route-to-market leaders to ensure global standards with local flexibility where needed

Risk, compliance, and quality

• Ensure operational compliance with partner agreements, commercial policies, and relevant regulatory requirements across embedded and partner-delivered models
• Define and maintain controls, documentation, and audit readiness for partner and embedded motions (e.g., discounting approvals, data sharing, incentives, and rebates)
• Monitor quality of execution and customer/partner experience, driving corrective action plans where needed

Partner Solution Consulting Operations

• Lead operations for partner solution consulting, covering scoping, staffing, delivery governance, and post implementation review for partner-led and embedded solutions
• Partner with Partner Sales, Solution Consulting, and Services to support operational alignment across presales with delivery capabilities, minimizing delivery risk and rework
• Establish KPIs for partner solution consulting; review performance regularly and drive actions to improve efficiency and impact

Our ideal candidate:

• 10+ years in SaaS operations, revenue operations, or partner/channel operations, including direct experience with partner ecosystems and/or embedded solution models
• Proven track record designing and running complex GTM operating models, with measurable impact on revenue growth,…