Senior director - operations

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.

What you get to do in this role:

• Be a business partner to Global Partnership leadership team

• Shape the strategy of the business, and strategic guidance in best practices of business operations influencing peers and cross functional teams.

• Own the operating plan for the business and track results and trends through KPIs and ongoing business reviews.

• Scale the Service Provider Route to Market, including Consulting & Implementation partners, and Managed Services Partners.

• Support the strategic Global Partnerships

• Assist with forecasting, budgeting, and three-year strategy development.

• Manage and drive special strategic projects and cross functional initiatives.

• Identify and implement ways for the business to run more efficiently.

• Drive the operational cadence of a cross-functional leadership team.

Scope and Deliverables

Strategic Leadership & Business Partnership

• Be a business partner to Global Partnership leadership team, providing insights to help shape strategy and influence peers and cross-functional teams

• Lead and manage the operational strategy & roadmap for Global Partnerships GTM and internal business processes

• Structure and lead key strategic initiatives, establish and track KPIs, and develop best practices in support of Global Partnerships GTM strategy

• Act as a thought leader and business partner, providing strategic and operational direction and innovative solutions

Forecasting, Planning & Prioritization

• Lead the forecasting process to support Global Partnerships and Service Provider GTM business, implement methodologies/tools to improve accuracy

• Responsible for all aspects of GTM reporting, process optimization, quota and territory planning

• Develop prioritization process & manage planning cycles for Global Partnerships

• Collaborate with leadership to design and develop effective sales compensation plans aligned to GTM business objectives

Data, Analytics & Performance Measurement

• Leverage data and analytics to optimize partner operations and Global Partnerships GTM initiatives

• Develop and implement strategies to measure and analyze Global Partners business operational metrics

• Partner with Finance team to measure the effectiveness of partner investments/programs and optimize for impact

Operations Optimization & Enablement

• Proactively identify and implement processes/reporting that simplify, standardize, and enable operational excellence

• Implement best practices and technology solutions to streamline operations and improve business effectiveness

• Partner with key stakeholders and field to develop rules of engagement and operating guidelines for working with partners, enabling internal teams

Governance & Compliance

• Create policies and processes to ensure partner business exceeds legal and finance compliance requirements

Stakeholder Engagement & Communication

• Keep a pulse on the business, regularly preparing and presenting reviews to senior GTM leadership, communicating initiative progress, dependencies, and recommendations

• Liaise with core process, systems, BI, and IT teams to align priorities, resourcing, and project management

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

• Has spent time sharpening their operations and strategy skills in a management consulting, corporate strategy or corporate development function

• Understands how Enterprise SaaS businesses work and scale

• Has expertise in leading and driving cross-functional projects and initiatives

• Is very comfortable working with and advising executive audiences

• Operates fluently in a fast-paced autonomous environment

• Sets a high bar for themselves and for the Operations function

• Ideally, this candidate also has experience in the domain of Operations and/or AIOps

For positions in this location, we offer a base pay of $194,900 - $350,900, 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 time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here ( . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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