Full-Time Business Manager - Partner Programs
ServiceNow is hiring a remote Full-Time Business Manager - Partner Programs. The career level for this job opening is Experienced and is accepting Heredia, Costa Rica based applicants remotely. Read complete job description before applying.
ServiceNow
Job Title
Posted
Career Level
Career Level
Locations Accepted
Share
Job Details
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.