Senior Director, Partner GTM Operations

Senior Director, Partner GTM 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.

Job Description

The Senior Director, Partner GTM Operations is a pivotal executive leader who shapes and executes the company's global partner go-to-market strategy through operational excellence, strategic planning, and insights/intelligence. This role is responsible for maximizing value creation across the partner ecosystem—encompassing all partner types, route to markets, customer segments, verticals and geo/regions, — to drive predictable and profitable growth.

As both a strategist and an operator, the Senior Director translates strategic objectives into actionable partner execution models, ensuring scalability, consistency, and measurable impact across regions and partner segments. The role combines deep business acumen with strong analytical and leadership capabilities to guide strategic decision-making, streamline operational processes, and remove friction along the partner lifecycle.

Reporting into the Sales GTM Operations leadership, this position leads a high-performing organization that includes senior leaders. The leader instills a culture of accountability, data-driven decision-making, and continuous innovation—ensuring that partner go-to-market operations not only support business goals but serve as a model for how modern, AI-enabled partner ecosystems should operate.

Ultimately, the Senior Director, Partner GTM Operations acts as a bridge between strategy and partner execution—driving alignment, scalability, and excellence to achieve sustained growth and competitive differentiation in an evolving market.

Key Responsibilities

• Develop and execute comprehensive partner operations strategies aligned with the company's complex deal cycles and global/geo GTM priorities.

• Collaborate closely with executive leadership and cross-functional teams to shape business direction and identify new growth opportunities in partnership.

• Oversee forecasting, planning, and prioritization processes, ensuring accuracy and resource alignment with strategic goals.

• Serve as a thought leader for partner GTM operations, driving continuous process innovation and optimizing the partner engagement framework.

Partner GTM Initiatives & Operations Management

• Lead end-to-end partner operational initiatives, focusing on process improvement, workflow optimization, and scalable enablement for both internal and partner-facing teams.

• Build, document, and maintain operational playbooks, standard operating procedures (SOPs), and reporting frameworks to establish clarity and consistency in partner GTM activities.

• Ensure partner compliance with contractual agreements, internal policies, and regulatory requirements, implementing effective risk mitigation controls.

• Drive and lead complex, cross-functional projects involving multiple stakeholder groups across the partner ecosystem.

Analytics, Reporting & Performance Measurement

• Leverage data analytics and partner-specific KPIs to monitor performance, accelerate deal velocity, and maximize business impact.

• Design and implement dashboards, reporting tools, and performance metrics to measure and improve program effectiveness.

• Partner with Finance and functional stakeholders to evaluate ROI for partner investments and initiatives.

Collaboration & Change Management

• Collaborate with Partner Field GTM, Global Partnerships, Marketing, Finance, and Customer Success to create seamless partner journeys and eliminate operational roadblocks.

• Promote adoption of new tools, technologies—including AI and automation—and best practices that enable scale and efficiency in partner operations.

• Mentor cross-functional operational excellence programs, nurturing a culture of accountability, innovation, and teamwork.

• Actively engage with partner organizations to address operational needs and ensure their alignment with overall business objectives.

Trusted Business and Thought Partner

• The Senior Director, Partner GTM Operations also operates as a trusted business partner to Global Partnerships and Channels leaders across the company, deeply embedded in the rhythm of the business.

• Co-owning operating plans with Global Partnerships and regional leadership, shaping multi-year strategy, and using data and insights to influence priorities, trade-offs, and investment decisions that maximize partner-sourced and influenced growth.

• Drives the operational cadence of leadership (such as QBRs, forecast reviews, and planning cycles)

• Ensures partner GTM operational considerations are fully integrated into companywide decisions on coverage models, compensation, product alignment, and AI-enabled transformation.

• By acting as a thought partner, the Senior Director helps leaders run a more efficient, predictable, and scalable partner business while continuously identifying new opportunities for joint value

Qualifications

To be successful in this role you have:

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

For positions in this location, we offer a base pay of $202,500 - $364,500, 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.