Operations Director - Global Partners

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

Role 

The Operations Director for Global Partners is accountable for the day-to-day running, governance, and performance management of the GSI / IT services partner motion globally, ensuring predictable pipeline, high quality execution, and strong partner productivity across regions.​ This role owns the operating rhythm, processes, and metrics for a portfolio of global system integrators and IT services partners (e.g., Accenture, Deloitte, DXC, TCS, IBM Consulting,), turning go-to-market strategy into clear cadences, dashboards, and execution standards.​

The Operations Director partners closely with global partner sales leaders, geo partner teams, sales operations, finance, and legal to remove friction from deals and drive consistent performance against targets. 

Cadence and governance 

• Run weekly/monthly operating rhythm: forecast calls, pipeline reviews, deal reviews, execution checkins
• Coordinate QBRs / MBRs with GSIs: performance analysis, exec readouts, action logs, and follow through
• Manage day-to-day deal governance with sales ops, finance, and legal for GSI involved opportunities

Process and SOP ownership 

• Maintain, document, and refine SOPs for onboarding, registration, approvals, escalations, and joint engagement
• Own operational readiness for new programs/incentives/RTM changes: process updates, comms, adoption tracking.
• Lead structured RCA and remediation for operational risks and escalations across the GSI portfolio

Tools, data, and reporting 

• Own partner scorecards and dashboards; ensure data quality, publication, and actioning with regions
• Work with IT/tools teams on CRM/PRM issues and enhancements (routing, workflows, attribution, reporting)

Coverage, plans, and execution tracking 

• Maintain and optimize coverage models, territories, and account assignments for GSI partner managers
• Track execution of joint business plans (pipeline, campaigns, certifications, solution launches) and trigger corrective actions when offtrack

Qualifications

Our ideal candidate: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• 8-10 years of experience in operations, sales operations, or partner operations within enterprise software, cloud, or IT services, including direct exposure to global system integrators or large outsourcing partners
• Demonstrated success running operating rhythms, building KPI frameworks, and driving process adherence for sales or partner organizations at scale
• Strong understanding of GSI / IT services business models (consulting, implementation, managed services, outsourcing) and how they monetize vendor partnerships
• Advanced proficiency with CRM, PRM, and BI/reporting tools; able to independently design and iterate dashboards and workflows to support field execution
• Excellent stakeholder management skills and experience working with senior partner, sales, finance, and product leaders across geographies

Core competencies 

• Operational excellence and process design for partner and sales motions
• Data-driven decision-making and performance management
• Change management and enablement for global field and partner teams 

For positions in this location, we offer a base pay of $162,800 - $284,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible