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.

Role Level: Manager Reports to: Global Partner Strategy Lead Function: Partner Excellence Group (PEG) – Enablement & Strategy

🌍 Role Vision

To be the operational catalyst behind partner strategy—driving the creation, deployment, and continuous improvement of global GTM and RTM playbooks that empower partners and scale impact across ServiceNow’s ecosystem.

🧩 Role Summary

The Playbook Manager is a key contributor within the Partner Excellence Group, responsible for building, maintaining, and optimizing partner playbooks that support ServiceNow’s strategic initiatives. This role ensures that playbooks are actionable, localized, and aligned with the 5 Routes to Market (Build, Reseller, C&I, SP, Hyperscale), while enabling partner teams to execute with clarity and consistency.

What you get in this role:

Playbook Development & Lifecycle Management

• Collaborate with strategists to translate GTM priorities into modular, scalable playbooks.
• Maintain and update playbooks to reflect evolving business needs, NPIs, and industry motions.
• Ensure playbooks are localized and adopted across GEOs with measurable impact.

Playbook Components (Based on Example Slide) 

• Purpose & Strategy – Define success metrics, lead targets, and partner engagement goals.
• Ideal Profile and Recruitment – Identify ideal partner/customer traits and outline onboarding plans.
• Value Positioning and Messaging – Craft value propositions, co-branding assets, and packaged offerings.
• Enablement Materials and GTM Plan – Develop training modules, sales playbooks, marketing kits, and prioritization strategies.
• Program Management – Use RACI frameworks and project tools for launch coordination.
• Incentives and Compensation – Design partner compensation plans and manage marketing fund access.
• Metrics, Feedback, and Continuous Improvement – Track performance via dashboards and maintain feedback loops.

Partner Enablement & Content Coordination

• Work with content creators to curate and publish enablement assets (courses, webinars, portal content).
• Partner with the Global House to support targeted communications and drive playbook engagement.
• Manage feedback loops and partner input to refine content and delivery.

Skills

Cross-Functional Collaboration

• Partner with PEG Strategists, Geo Pods, and Partner Enablement teams to align playbook content with execution plans.
• Support transformation initiatives and contribute to strategic planning cycles.
• Act as a liaison between strategy and GEO execution teams.

Performance Tracking & Governance

• Monitor playbook usage, adoption, and effectiveness across RTMs.
• Track KPIs such as NNACV growth, CSAT, GRR/NRR, and partner engagement metrics.
• Support governance processes for playbook versioning and lifecycle oversight.

In order to qualify, you must have:

• Experience in partner enablement, GTM operations, or program management.
• Familiarity with ServiceNow’s partner ecosystem and RTM strategies.
• Strong project management and content coordination skills.
• Ability to work cross-functionally and manage global initiatives.
• Excellent communication and stakeholder engagement capabilities.

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.