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

ServiceNow is seeking a Program Management Office (PMO) Business Manager to join our Global Partnerships and Channels Organization, supporting our Partner Programs Team. This critical role will drive operational excellence for our global Partner Program, ensuring that our Partner Ecosystem—including Consulting & Implementation, Service Providers, Resellers, and Build partners—receives best-in-class support, enablement, and program enhancements to support our growth aspirations and mutual business. 

Role Overview 

As a PMO Business Manager, you will be responsible for managing the Partner Program roadmap, release management, and operational execution. You will collaborate cross-functionally to ensure the seamless deployment of new program initiatives, system enhancements, and process optimizations that improve the overall partner experience. 

You will work closely with cross-functional teams, including Partner Program Managers, Partner Operations, PRM/Digital technology, Legal, Marketing, Sales, and Product, to ensure alignment, efficiency, and success in delivering high-impact Partner Program initiatives. 

Key Responsibilities 

Program & Release Management 

Oversee the end-to-end execution of the Partner Program release management process, ensuring alignment across business requirements, system enhancements, operations, legal approvals, and communication strategies. Develop and maintain a release management timeline, tracking key milestones, stakeholder interlock, and execution timelines. Ensure timely and compliant internal and external communications regarding Partner Program updates, changes, and enhancements. Manage the process for partner program lifecycle including annual partner segmentation, monthly partner promotions and applicable partner off-boarding. 

Cross-Functional Coordination & Stakeholder Alignment 

Act as a liaison between the Partner Program team and internal stakeholders, ensuring interlock across functions such as PRM/Systems, Operations, Sales, Legal, Enablement, and Product. Support the development and maintenance of program criteria, program guides, incentive structures, and other key documentation. 

Partner Enablement & Operational Support 

Drive the continuous improvement of partner processes, identifying key enhancements to increase partner engagement and program adoption. Oversee escalation management, ensuring effective resolution of partner inquiries and internal support requests. Ensure that all program enablement materials are current, consistent, and aligned with broader partner ecosystem strategies. 

Governance & Process Optimization 

Maintain consistency across Partner Program modules, including standardized definitions, enablement frameworks, and benefit allocations. Support ad-hoc policy updates, ensuring they incorporate cross-functional input and align with strategic objectives. Lead initiatives to enhance program transparency, data analysis, and reporting, supporting strategic decision-making. 

Strategic Execution & Communication 

Support the socialization and adoption of the Partner Program roadmap across internal stakeholders. Participate in meetings, advocating for partner needs and ensuring clear program messaging. Continuously identify opportunities for process efficiency, automation, and scalability in program operations. 

Qualifications

To be successful in this role you have:

7+ years of experience in partner programs, program management, project management, or channel business operations, preferably in a SaaS or enterprise software company. Bachelor's degree in business administration, Marketing, Engineering, or a related field. PMP, Agile, or similar project management certification is a plus. Experience working in Partner Ecosystem programs, particularly with Resellers, Service Providers, ISVs, or Consulting & Implementation partners. Familiarity with partner operations, partner marketing, and SaaS revenue recognition models. Prior experience in a global organization, collaborating across multiple time zones and regions.  Strong project management and organizational skills, with the ability to manage multiple initiatives in a fast-paced, dynamic environment. Excellent communication, presentation, and stakeholder management skills,  Demonstrated ability to drive cross-functional collaboration and influence teams across different business units. Proficiency in program governance, release management, and partner enablement best practices. Data-driven mindset with experience in leveraging analytics to influence decision-making and optimize partner engagement. 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.