Global Partner Manager | Operations Excellence for Deloitte

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

The ServiceNow Global Partner Manager – Operations Excellence for Deloitte is a critical leadership role reporting to the Deloitte Global Partner Leader. This role focuses on driving operational rigor, governance, execution discipline, and continuous improvement across the global alliance. Operating at the intersection of ServiceNow and Deloitte, the manager ensures that partnership operations run smoothly, efficiently, and in alignment with strategic priorities, enabling scalable and predictable growth.

Key Responsibilities

Alliance Operations & Governance

· Establish and lead the operating rhythm for the ServiceNow–Deloitte alliance, including QBRs, pipeline reviews, and executive updates.

· Maintain governance frameworks, program cadences, decision mechanisms, and documentation that ensure clarity, accountability, and alignment across both organizations.

· Coordinate annual and quarterly operating plans, ensuring alignment to partnership objectives and measurable outcomes.

Process Excellence & Execution Discipline

· Implement and continuously refine standardized processes for reporting, solution lifecycle management, field operations, and cross-functional collaboration.

· Drive operational consistency across regions by creating playbooks, templates, toolkits, and repeatable processes.

· Monitor and optimize workflows to eliminate friction and increase efficiency across all alliance programs.

Performance Management & KPI Tracking

· Own partnership performance measurement, including tracking and reporting of KPIs (e.g., revenue, pipeline, certification targets, solution adoption, program ROI).

· Develop dashboards and reporting mechanisms that provide executive clarity and inform data-driven decisions.

· Lead root-cause analysis and action planning when KPIs or commitments are at risk.

Alliance Enablement & Activation Support

· Partner with solution, sales, and marketing leads to ensure operational readiness for solution launches, field enablement, and global program rollouts.

· Oversee coordination of shared assets, resources, communications, and enablement materials across organizations.

· Support regions with operational tools, processes, and best practices that accelerate adoption of alliance initiatives.

Continuous Improvement & Risk Management

· Identify operational gaps, risks, and dependencies across the alliance; lead proactive mitigation planning.

· Drive a culture of continuous improvement, optimizing how ServiceNow and Deloitte jointly operate and deliver on commitments.

· Benchmark operational practices against leading alliances and apply best-in-class enhancements.

Cross-Functional Collaboration

· Serve as the central connector across sales operations, solution leads, partner teams, marketing, finance, and executive sponsors.

· Facilitate structured communication and alignment between ServiceNow and Deloitte global, regional, and industry teams.

Qualifications

· 7+ years in partner operations, alliance operations, business operations, program management, or a related function.

· Strong understanding of enterprise SaaS operating models, performance management, and cross-functional governance.

· Proven success in building and scaling operational frameworks for global partnerships or complex cross-company programs.

· Experience with ServiceNow, Deloitte, or similar consulting/technology partner ecosystems preferred.

· Excellent analytical skills with the ability to synthesize data into insights and actions.

· Strong knowledge or ability to quickly learn and leverage AI tools.

· Strong communication and stakeholder management skills across senior and executive audiences.

Success Factors

· Operational Rigor: Demonstrated ability to establish structure, discipline, and predictability across complex programs.

· Execution Excellence: Ability to drive accountability, ensure follow-through, and manage program dependencies.

· Data-Driven Mindset: Skilled at using metrics and insights to guide decisions, prioritize actions, and measure impact.

· Cross-Organizational Leadership: Adept at unifying diverse teams and navigat