Job Description
Company Description
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 ServiceNow Global Partner Manager – Operations Excellence for Deloitte is a critical leadership role reporting to the Deloitte Global Partner Leader. This role focuses on driving operational rigor, governance, execution discipline, and continuous improvement across the global alliance. Operating at the intersection of ServiceNow and Deloitte, the manager ensures that partnership operations run smoothly, efficiently, and in alignment with strategic priorities, enabling scalable and predictable growth.
Key Responsibilities
Alliance Operations & Governance
· Establish and lead the operating rhythm for the ServiceNow–Deloitte alliance, including QBRs, pipeline reviews, and executive updates.
· Maintain governance frameworks, program cadences, decision mechanisms, and documentation that ensure clarity, accountability, and alignment across both organizations.
· Coordinate annual and quarterly operating plans, ensuring alignment to partnership objectives and measurable outcomes.
Process Excellence & Execution Discipline
· Implement and continuously refine standardized processes for reporting, solution lifecycle management, field operations, and cross-functional collaboration.
· Drive operational consistency across regions by creating playbooks, templates, toolkits, and repeatable processes.
· Monitor and optimize workflows to eliminate friction and increase efficiency across all alliance programs.
Performance Management & KPI Tracking
· Own partnership performance measurement, including tracking and reporting of KPIs (e.g., revenue, pipeline, certification targets, solution adoption, program ROI).
· Develop dashboards and reporting mechanisms that provide executive clarity and inform data-driven decisions.
· Lead root-cause analysis and action planning when KPIs or commitments are at risk.
Alliance Enablement & Activation Support
· Partner with solution, sales, and marketing leads to ensure operational readiness for solution launches, field enablement, and global program rollouts.
· Oversee coordination of shared assets, resources, communications, and enablement materials across organizations.
· Support regions with operational tools, processes, and best practices that accelerate adoption of alliance initiatives.
Continuous Improvement & Risk Management
· Identify operational gaps, risks, and dependencies across the alliance; lead proactive mitigation planning.
· Drive a culture of continuous improvement, optimizing how ServiceNow and Deloitte jointly operate and deliver on commitments.
· Benchmark operational practices against leading alliances and apply best-in-class enhancements.
Cross-Functional Collaboration
· Serve as the central connector across sales operations, solution leads, partner teams, marketing, finance, and executive sponsors.
· Facilitate structured communication and alignment between ServiceNow and Deloitte global, regional, and industry teams.
Qualifications
· 7+ years in partner operations, alliance operations, business operations, program management, or a related function.
· Strong understanding of enterprise SaaS operating models, performance management, and cross-functional governance.
· Proven success in building and scaling operational frameworks for global partnerships or complex cross-company programs.
· Experience with ServiceNow, Deloitte, or similar consulting/technology partner ecosystems preferred.
· Excellent analytical skills with the ability to synthesize data into insights and actions.
· Strong knowledge or ability to quickly learn and leverage AI tools.
· Strong communication and stakeholder management skills across senior and executive audiences.
Success Factors
· Operational Rigor: Demonstrated ability to establish structure, discipline, and predictability across complex programs.
· Execution Excellence: Ability to drive accountability, ensure follow-through, and manage program dependencies.
· Data-Driven Mindset: Skilled at using metrics and insights to guide decisions, prioritize actions, and measure impact.
· Cross-Organizational Leadership: Adept at unifying diverse teams and navigating matrixed environments.
· Continuous Improvement Orientation: Passion for analyzing processes, identifying gaps, and driving enhancements.
Conclusion
The ServiceNow Global Partner Manager – Operations Excellence for Deloitte is instrumental in strengthening the operational backbone of the alliance. By driving governance, execution discipline, and scalable processes, this role ensures that the partnership functions efficiently and delivers consistent, measurable value to both organizations and their clients.
For positions in this location, we offer a base pay of $123,900 - $193,550, plus 15% annual bonus and equity (when applicable), variable/incentive compensation and benefits. 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.
Additional Information
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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