Partner Program Manager – Build Program

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

Partner Program Manager – Build Program 

We are seeking a Partner Program Manager – Build Program to join the Partner Programs Team within our Global Partnerships and Channels (GPC) Organization. This critical role will be responsible for designing, launching, and managing a reimagined Build Partner Program, enabling Independent Software Vendors (ISVs) to build, monetize, and scale solutions on the ServiceNow platform. The role is pivotal in driving partner-led growth and accelerating joint revenue via the ServiceNow Store. 

Role Overview 

As a Partner Program Manager – Build Program, you will be responsible for defining and executing the strategy, framework, and governance of the Build Partner Program. You will work cross-functionally with Sales, Partner Management, Product, Marketing, Enablement, Legal, and PRM/Operations to optimize partner engagement and accelerate ServiceNow’s ISV ecosystem. 

Your focus will be to create an industry-leading ISV program, driving partner recruitment, enablement, and joint go-to-market success, while ensuring program alignment with ServiceNow’s corporate growth strategy. 

Key Responsibilities 

Program Strategy & Development 

• Design and execute a Build Partner go-to-market (GTM) strategy that supports partner-led innovation and revenue growth via the ServiceNow Store. 

• Define and continuously evolve program structure, tiers, benefits, incentives, and partner engagement models, ensuring alignment with ServiceNow’s corporate strategy. 

• Develop and maintain partner program documentation, including program guides, eligibility criteria, economic models, and governance frameworks. 

• Establish key performance indicators (KPIs) to measure program success and ensure return on investment (ROI). 

Cross-Functional Collaboration & Execution 

• Partner with internal teams (Product, Sales, Marketing, Partner Enablement, Legal, and PRM/Operations) to ensure seamless execution of the Build Program. 

• Align with partner management teams to drive program adoption and increase engagement from existing and new ISV partners. 

• Serve as a program subject matter expert (SME), supporting internal teams and partner-facing engagements. 

• Provide training and enablement for internal stakeholders to drive program understanding, adoption, and execution. 

Partner Engagement & Enablement 

• Define and optimize partner onboarding, training, and certification requirements to accelerate ISV success. 

• Support partners go-to-market efforts, collaborating with Marketing and Sales to drive demand generation and marketplace adoption. 

• Develop and implement governance processes to ensure program compliance, partner satisfaction, and ongoing improvements. 

• Manage and escalate partner inquiries, ensuring program processes remain frictionless and scalable. 

Analytics & Continuous Improvement 

• Drive data analysis and reporting, tracking key program metrics to assess success and inform decision-making. 

• Identify opportunities for program enhancements, leveraging partner feedback and industry best practices. 

• Continuously refine program mechanics, benefits, and incentives to maximize partner participation and revenue growth. 

• Support any ad-hoc policy updates, ensuring cross-functional input and alignment with business objectives. 

Qualifications

Qualifications & Experience 

• 8+ years of experience in ISV partner management, channel strategy, partner programs, or business operations in a SaaS environment. 

• Bachelor's degree in business administration, Marketing, Engineering, or related field. 

• Experience managing ISV partnerships or working in marketplace-driven business models. 

• Understanding of SaaS go-to-market strategies, so