Job Description

The world of work is one of the most pressing issues that business leaders face today and, as the defining enterprise platform of the 21st century, ServiceNow is poised to be the platform of choice to tackle this critical imperative. But we will not do it without a robust partner ecosystem leading partner programs and experiences and that’s exactly where this role comes into play. The Product Manager, Partner Relationship Management, will join our Partner Programs & Strategic Initiatives team and the Alliance & Channel Ecosystem (ACE) team, who is at the forefront of driving ServiceNow’s growth to $15B and beyond.

The Strategic Programs & Initiatives team has set a goal to expand ServiceNow’s market share by cultivating, enticing, and intimately engaging the partner ecosystem. We are accountable for accelerating our partner growth success by developing leading channel programs and connected, secure, efficient, and scalable digital ecosystems. The Product Manager, Partner Relationship Management (PRM), is the custodian of business capabilities for ServiceNow partners. You will capture requirements and envision the future for how systems, tools, and technologies can be optimized to support ServiceNow’s Partners. You will lead proactive research on market trends and business practices to help ServiceNow’s sales, services and technology partners be productive. You will define and build the ServiceNow Partner Platform (e.g. portals, relationship management (PRM), partner directory, deal registration, and enablement experiences). You will be a champion for ServiceNow’s partner community.

WHAT YOU GET TO DO IN THIS ROLE:

• Develop product management artifacts including Problem Statements/Definitions, Personas, Roadmaps, ROI/Success Metrics, Scope, MVPs, and Journey Maps.
• Navigate the needs of multiple business units to resolve dependencies and contending priorities, driving consensus on what is best for ServiceNow Partners. Act as point of contact between sales operations and IT for resolving x-team product issues.
• Collaborate with strategists, other product managers and product owners to define the strategic roadmap, anticipate and meet future business needs, and align ServiceNow’s selling motion to target architecture.
• Partner with sales ops and IT to define initiatives from concept to MVPs to roadmaps; acquiring approval from Executive Leadership on prioritization, funding, and commitment to key initiatives.
• Lead various ACE priorities, including new indirect GTM selling motions, pivotal initiatives, and major capability improvements. Influence and align leadership on vision, strategy, prioritized backlogs, and initiative success criteria. 
• Collaborate with project managers, product owners, and engineering leads to drive accountability, mentorship, and support for in-flight programs while capturing feedback and identifying capability gaps 
• Define, and detail processes, policies, metrics, reports, risks/dependencies, and mitigation plans. Translate business requirements into epics and user stories. Work with QA to define test criteria/scripts for releases while driving business tester UAT
• Provide Partner/Channel subject matter expertise and champion partner-centric views into cross-functional initiatives

ADDITIONAL RESPONSIBILITIES:

• Identify and align to the ACE GTM strategy.
• Help identify, ideate, cultivate and scale modernization opportunities that fundamentally transform the partner experience. 
• Work closely and collaboratively with global & regional ACE staff and extended staff members to align and vertically operationalize and localize the ACE global operating model principles.
• Define measurable outcomes, dependencies, risks and mitigation plans if required.
• Drive tight cross functional alignment across key internal stakeholders such as our industry solutions team, product teams, ACE global and regional teams.
• Use ingenuity and creativity in dealing with ambiguous situations, and guides others to cope effectively
• Rises to the challenge, accepting risk and uncertainly as normal

Qualifications

• The successful candidate is a results-driven leader, with a bias for action, who brings a strategic approach and thought leadership to achieve desired business outcomes.
• Demonstrated operational rigor and continuous delivery of improvements with measurable impact.
• Demonstrated experience in channels product definition, execution and improvement
• 5+ years in executing leading channels (B2B) product management activities
• Experience engaging end users to identify process / policy gaps, identifying opportunities to improve the user experience, and translating that into business requirements
• Bachelor’s degree required

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.