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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

The  GTM Operations Director is responsible for building and running the operating model that scales partner-delivered and embedded solutions, driving predictable growth, partner satisfaction, and compliant execution across geos and routes-to-market. The role acts as the operational “control tower” between partnerships, product, sales, finance, and legal. 

What you will do in this role:

• Operational strategy and governance Define and own the end to end operating model for partner solutions, and embedded offerings (from partner onboarding and solution design through co-sell, billing, and support, seller compesation and FY 27 planning).   Supportand run the rhythm of the business for partner and embedded motions, including QBRs, MBRs, pipeline and forecast reviews, and program health reviews Create and maintain clear governance, RACIs, and approval workflows for large/complex deals, non-standard terms, and new embedded constructs.
• Process, systems and tooling Design, document, and continuously improve core processes across partner GTM, sales, finance, legal, and customer success to make it “easy to do business” with and through partners. Own the functional requirements and roadmap for supporting digital capabilities for partner and embedded-solution motions. Drive automation and standardization of workflows, minimizing manual touchpoints while maintaining appropriate controls and compliance.
• Performance management and analytics Define success metrics and dashboards for partner and embedded solutions (e.g., attach and adoption rates, partner-sourced and influenced ACV, solution margin, partner health, time-to-launch) Lead forecasting and performance reviews for partner and embedded motions, providing insight and recommendations to executive and field leadership.  Use data to identify bottlenecks and opportunities, prioritize improvements, and track impact of operational changes.
• Cross-functional and partner collaboration Partner with Product, Partnerships, Sales, and Finance to operationalize new embedded offerings and partner solutions, including packaging, pricing guardrails, and quote-to-cash design. Serve as the primary operational point of contact for key partners on topics such as deal execution, reporting, incentives, and program requirements.  Coordinate with regional and route-to-market leaders to ensure global standards with local flexibility where needed.
• Risk, compliance, and quality Ensure operational compliance with partner agreements, commercial policies, and relevant regulatory requirements across embedded and partner-delivered models. Define and maintain controls, documentation, and audit readiness for partner and embedded motions (e.g., discounting approvals, data sharing, incentives, and rebates)Monitor quality of execution and customer/partner experience, driving corrective action plans where needed.
• Partner Solution Consulting Operations Lead operations for partner solution consulting, covering scoping, staffing, delivery governance, and post implementation review for partner-led and embedded solutions. Partner with Partner Sales, Solution Consulting, and Services to support operational alignment across presales with delivery capabilities, minimizing delivery risk and rework. Establish KPIs for partner solution consulting; review performance regularly and drive actions to improve efficiency and impact 

Our ideal candidate:

10+ years in SaaS operations, revenue operations, or partner/channel operations, including direct experience with partner ecosystems and/or embedded solution models. Proven track record designing and running complex GTM operating models, with measurable impact on revenue growth, productivity, and/or margin. Demonstrated ability to influence and collaborate with senior leaders across sales, partnerships, product, finance, and legal Excellent communication skills, with the ability to translate complex operational details into clear, executive-ready narratives and decisions.

Additional preferred qualifications: 

Experience in enterprise SaaS with large, global partner ecosystems. Background in management consulting, corporate strategy, or strategic operations. Familiarity with embedded solutions, embedded platform models, or solution-led partner motions (co-built / co-sell plays) 

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.