Full-Time Partner Program Manager

Partner Program Manager – Build Program We are seeking a Partner Program Manager – Build Program to join the Partner Programs Team within our Global Partnerships and Channels (GPC) Organization. This critical role will be responsible for designing, launching, and managing a reimagined Build Partner Program, enabling Independent Software Vendors (ISVs) to build, monetize, and scale solutions on the ServiceNow platform.

Role Overview As a Partner Program Manager – Build Program, you will be responsible for defining and executing the strategy, framework, and governance of the Build Partner Program. You will work cross-functionally with Sales, Partner Management, Product, Marketing, Enablement, Legal, and PRM/Operations to optimize partner engagement and accelerate ServiceNow’s ISV ecosystem. Your focus will be to create an industry-leading ISV program, driving partner recruitment, enablement, and joint go-to-market success, while ensuring program alignment with ServiceNow’s corporate growth strategy.

Key Responsibilities

• Design and execute a Build Partner go-to-market (GTM) strategy that supports partner-led innovation and revenue growth via the ServiceNow Store.
• Define and continuously evolve program structure, tiers, benefits, incentives, and partner engagement models, ensuring alignment with ServiceNow’s corporate strategy.
• Develop and maintain partner program documentation, including program guides, eligibility criteria, economic models, and governance frameworks.
• Establish key performance indicators (KPIs) to measure program success and ensure return on investment (ROI).
• Partner with internal teams (Product, Sales, Marketing, Partner Enablement, Legal, and PRM/Operations) to ensure seamless execution of the Build Program.
• Align with partner management teams to drive program adoption and increase engagement from existing and new ISV partners.
• Serve as a program subject matter expert (SME), supporting internal teams and partner-facing engagements.
• Provide training and enablement for internal stakeholders to drive program understanding, adoption, and execution.
• Define and optimize partner onboarding, training, and certification requirements to accelerate ISV success.
• Support partners go-to-market efforts, collaborating with Marketing and Sales to drive demand generation and marketplace adoption.
• Develop and implement governance processes to ensure program compliance, partner satisfaction, and ongoing improvements.
• Manage and escalate partner inquiries, ensuring program processes remain frictionless and scalable.
• Drive data analysis and reporting, tracking key program metrics to assess success and inform decision-making.
• Identify opportunities for program enhancements, leveraging partner feedback and industry best practices.
• Continuously refine program mechanics, benefits, and incentives to maximize partner participation and revenue growth.
• Support any ad-hoc policy updates, ensuring cross-functional input and alignment with business objectives.

Qualifications & Experience 8+ years of experience in ISV partner management, channel strategy, partner programs, or business operations in a SaaS environment. Bachelor's degree in business administration, Marketing, Engineering, or related field. Experience managing ISV partnerships or working in marketplace-driven business models. Understanding of SaaS go-to-market strategies, software development cycles, and revenue models. Prior experience in partner operations, enablement, or product ecosystem management. Experience working in a global organization, collaborating across multiple regions and time zones. Proven track record in developing, launching, and scaling partner programs for ISVs and solution providers. Strong experience in partner enablement, program management, and governance models. Excellent project management, organizational, and stakeholder management skills. Ability to analyze data and KPIs to drive program improvements and strategic decisions. Strong communication, presentation, and influencing skills, with experience engaging senior leadership.

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