Senior Business Operations Manager

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. About the Role ServiceNow is formalizing Exclusive Networks as its authorized distributor for EMEA, extending our two-tier channel model into the European Union and the Kingdom of Saudi Arabia. The Senior GTM Operations Manager, Distribution will own the onboarding and day-to-day operation of Exclusive Networks, from standing up operating frameworks to activating reseller partners and driving compliant, predictable revenue. This is a hands-on operational role at a program launch. The person in this role will be the primary operational point of contact between ServiceNow and the distributor, and will protect program integrity while accelerating time to revenue. Because the EU and KSA operate under different regulatory, commercial, and cultural conditions, this role must be based in-region and cannot be absorbed by a US-based or globally stretched resource. Key Responsibilities Distributor operating framework Design and stand up the operational framework for Exclusive Networks across the EU and KSA, including processes, roles, service levels, and escalation paths. Define the operating cadence (business reviews, forecast calls, issue triage) and the documentation that governs it. Establish clear decision rights between ServiceNow and the distributor for pricing, deal registration, partner eligibility, and exceptions. Reseller activation and onboarding Own the end-to-end reseller onboarding process through Exclusive Networks, from partner qualification through certification, enablement, and first deal. Work with the distributor’s partner teams to build activation plans and track partner readiness against targets. Identify enablement gaps and coordinate with ServiceNow partner enablement to close them. Deal flow and revenue operations Manage deal flow from reseller registration through quote, order, fulfillment, and booking, and resolve bottlenecks as they arise. Monitor pipeline and bookings data from the distributor and produce regular performance reporting for ServiceNow leadership. Ensure transactions meet ServiceNow program rules, pricing governance, and contract terms. Prebuy and inventory coordination Coordinate prebuy and inventory structures with the distributor where applicable, including forecasting, replenishment, and working capital considerations. Track inventory positions and flag risk early to protect margin and commitments. Compliance and jurisdictional management Ensure the distributor’s operations align with requirements across EU member-state and KSA regulations, including tax and invoicing obligations, customs and export controls, data protection, and local commercial rules. Partner with Legal, Finance, Tax, and Trade Compliance to resolve jurisdiction-specific questions before they become program issues. Stakeholder management Serve as the day-to-day operational point of contact between ServiceNow and Exclusive Networks. Build working relationships with ServiceNow regional sales leaders, partner managers, and central GPC functions, and represent the distributor’s operational needs internally. Escalate issues with clear options and recommendations, and drive them to resolution. Performance and continuous improvement Define and track KPIs for distributor performance, partner activation, and time to revenue. Identify process improvements as the program scales from launch and document lessons learned. Required Qualifications 8+ years of experience in channel operations, distribution management, or indirect sales operations, with at least 3 years in a senior or lead capacity. Direct experience managing or operationalizing a distributor or channel partner program in EMEA. Working knowledge of multi-jurisdictional operations across the EU and the GCC, with specific experience in or exposure to KSA. Familiarity with the regulatory and commercial requirements that affect distribution, including VAT and indirect tax, customs and export controls, and Saudi e-invoicing (ZATCA) requirements. Strong operational discipline: able to translate a launch plan into a working system, track it, and adjust. Excellent written and verbal communication in English. Fluency in Arabic is strongly preferred for the KSA market. Demonstrated ability to work across functions (Sales, Finance, Legal, Partner Management) and influence without direct authority. Proficiency with Excel and business reporting tools. Experience with CRM and partner management platforms is expected. Willingness to travel regularly across EU markets and to KSA. Authorization to work in the role’s country of location. Preferred Qualifications Prior experience at a major technology distributor or value-added reseller. Experience launching a new distribution model or distributor onboarding in a new region. Familiarity with prebuy, floor-plan, or inventory financing structures. Experience operating in Saudi Arabia, including familiarity with local partnership norms and Saudization (Nitaqat) requirements. Working knowledge of GDPR and EU data-handling requirements. Experience with ServiceNow’s partner ecosystem or a comparable enterprise software program. Core Competencies Operational ownership: Takes an ambiguous launch and turns it into a working, measured system. Cross-cultural judgment: Adapts communication and expectations across EU and KSA stakeholders without losing program standards. Commercial acumen: Understands how deal flow, margin, and inventory interact, and flags risk before it hits the P&L. Influence without authority: Gets alignment across functions and organizations that do not report to the role. Bias for speed: Moves quickly to unblock partners and the distributor while keeping compliance intact. 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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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 rele