GTM Operations Director - Strategic Technology Partners

Company Description

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.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

We're seeking an experienced partner, business or sales operations leader to architect, execute and help scale a new business function—the partner operating model for our Strategic Technology Partners ecosystem. This is a role that will define the processes, governance, and GTM framework that allows Service Now and our technology partners (ISVs) to grow together predictably. You'll help move this business from ad-hoc execution to a repeatable, partner-friendly operating model that ebables revenue growth, partner satisfaction, and operational excellence across all appropriate geographies and routes-to-market.

This is equal parts architect and operator: you'll design the Partner operations playbook and run it, a hands-on role working cross-functionally with leadership across Service Now Partnerships, Product, Sales, NPI, Sales Operations, Finance, and Legal teams to turn strategy into partner operational execution.

Define the end-to-end partner operations model with internal stakeholders, covering co-sell, licensing, joint solution SKUs, revenue share, billing, and support partnering motions. Work with the Strategic Technology Partner team to establish the rhythm of the business: QBRs, pipeline reviews, forecast cadence, and data requirements that create insights and transparency without bureaucracy.

The Partner operating model that doesn't exist at scale today. Your framework sets the standard for how Service Now engages with strategic partners at scale.

Using your core expertise with power bi and dynamics, design, document, and continuously improve core processes across Partner GTM team, Sales, Sales Operations, Finance, NPI, Legal, and Customer Success—making it genuinely easy to do business with Service Now for partners and internal stakeholders alike. Identify automation opportunities that eliminate manual work while maintaining compliance and controls. You'll leverage your deep knowledge of Service Now systems and processes to design and implement operational solutions for the business.

Partners and stakeholders say 'the process just works'—not because they're happy despite complexity, but because you've designed it out.

Partner with the Strategic Technology Partner leadership team to define success metrics and analytics by business model (co-sell vs. licensed vs. revenue-share vs. other TBD). Build or co-create dashboards and reporting processes that surface bottlenecks, insights, opportunities, and the ROI for the company.

Using your core expertise with power BI and dynamics you'll be comfortable with business intelligence tools and AI-assisted analytics (Copilot, Claude, etc.) to generate dashboards with business insights, not just data reports, liaising with Global Partner and Channels Analytics and tools team.

Act as the…