Who you are

- 5+ years in partner operations, channel operations, or revenue operations roles. 2+ years in a team lead or management capacity

- Demonstrated expertise in forecasting, partner performance management, or deal tracking systems (WorkSpan, Salesforce, or equivalent platforms a plus)

- Solid financial acumen: ability to read P&Ls;, track ACV, manage burndown, and present financial data to leadership

- Proven people management skills: ability to hire, develop, coach, and hold team members accountable.

Experience with performance feedback and succession planning

- Excellent communication skills across all levels of the organization—from frontline partners to C-level executives. Ability to distill complex data into clear, actionable insights

- Background in software, SaaS, or enterprise technology sales or operations

- Experience managing GSI or consulting partner relationships

- Familiarity with ServiceNow products, platform, and customer ecosystem

- Advanced Excel or data visualization skills (Tableau, Power BI)

- Operationally excellent and process-oriented. You create clarity through documentation, cadence, and governance
- A trusted advisor and relationship builder. You balance accountability with partnership, and you escalate issues thoughtfully—not reactively

- Intellectually curious and analytical. You ask tough questions, validate assumptions, and use data to make decisions

- Coachable and action-oriented. You iterate quickly on feedback and move with urgency while maintaining quality

What the job involves

- ServiceNow seeks a strategic and operationally excellent Manager to lead Global Partner Operations within the Service Provider channel
- In this role, you will build and mentor a high-performing team of four direct reports while personally managing operations across 12 critical GSI and C&I; partners—including Cognizant, Infosys,



DXC, Accenture, and Deloitte

- You will oversee forecasting accuracy, prebuy strategy and burndown execution, partner performance scorecards, MBO attainment, and WorkSpan platform adoption while scaling operations to support expanding partner relationships and revenue targets

- This role reports to the Sr Director, Global Partners, and sits at the intersection of sales strategy, partner strategy, and finance

- Team Leadership &
- Development

- Build, mentor, and develop a team of four partner operations specialists, setting expectations for partner performance, forecasting accuracy, and process discipline

- Establish team operating rhythm—weekly syncs, monthly reviews, quarterly planning—and create accountability frameworks for individual and team-level OKRs

- Coach team members on partner relationship management, financial acumen, and cross-functional collaboration. Support career development and growth pathways

- Conduct 1:1s, provide feedback, and manage performance aligned to ServiceNow talent practices and seasonal business rhythm

- Partner Operations &

- Revenue Assurance

- Own forecasting accuracy and pipeline health across 12 strategic partners. Develop quarterly and annual forecasts by partner and product line; manage month-end and quarter-end forecast reviews and reforecasts

- Oversee prebuy programs and burndown tracking. Set annual prebuy commitments with finance and GTM, track quarterly burndown performance, escalate shortfalls,



and recommend adjustment strategies

- Maintain and refresh partner scorecards. Establish metrics for deal volume, ASP, attach rate, market expansion, time-to-cash, and customer satisfaction. Review scorecards monthly with partners and quarterly with leadership

- Drive WorkSpan adoption and platform engagement across all 12 partners. Troubleshoot data quality issues, ensure compliance with deal logging requirements, and support partners on integration and workflow

- MBO Tracking &

- Partner Performance Management

- Establish and track annual MBO targets with each partner. Monitor progress against sales, attach, expansion, and adoption KPIs. Provide real-time visibility to partners and ServiceNow leadership

- Conduct quarterly business reviews with partners and ServiceNow stakeholders (sales, regional leadership, finance). Present performance data, identify risks and opportunities, and reset action plans

- Escalate partner issues (forecast misses, adoption blockers, relationship strain) to Sr. Director and regional/sales leadership with recommended solutions

- Cross-Functional Collaboration &

- Governance

- Align with finance on quarterly business reviews, prebuy and burndown variance analysis, and partner revenue timing. Provide data to support Financial Planning &

- Analysis

- Partner with regional sales leaders and Account Executives to resolve partner issues, accelerate opportunities, and support joint planning

- Maintain governance documentation: RACI matrices, escalation paths, process documentation. Keep processes current as partner operations scale or organizational structures shift

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Manager of Strategic Partner Operations (Canada)
🏢 ServiceNow
📍 Canada