Sr Business Operations Mgr

About the Role

ServiceNow is extending its two-tier channel model across the US and Canada with Carahsoft as its authorized distributor. The Senior GTM Operations Manager, Distribution will own the onboarding and day-to-day operation of Carahsoft, from standing up operating frameworks to activating reseller partners and driving predictable, compliant revenue.

This is a hands-on operational role during a program launch. The person in this role will be the primary operational point of contact between ServiceNow and Carahsoft, and will protect program integrity while accelerating time to revenue. Because Carahsoft's public sector and commercial business spans federal, state and local, and enterprise accounts, this role requires deep familiarity with US contracting vehicles, procurement rules, and reseller operations.

Key Responsibilities

Distributor operating framework

• Design and stand up the operational framework for Carahsoft across the US and Canada, 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 Carahsoft for pricing, deal registration, partner eligibility, and exceptions.

Reseller activation and onboarding

• Own the end-to-end reseller onboarding process through Carahsoft, from partner qualification through certification, enablement, and first deal.
• Work with Carahsoft's partner and vendor 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 Carahsoft 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 Carahsoft where applicable, including forecasting, replenishment, and working capital considerations.
• Track inventory positions and flag risk early to protect margin and commitments.

Contract vehicle and compliance management

• Ensure Carahsoft's operations align with US federal, state, and local procurement requirements, including GSA schedules, cooperative contracts, and public sector contracting vehicles.
• Support compliance with trade and export controls, sales tax and invoicing obligations, and data privacy requirements across US and Canadian operations.
• 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 Carahsoft.
• Build working relationships with ServiceNow US and Canada sales leaders, partner managers, and central GPC functions, and represent Carahsoft'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 the US or Canada.
• Working knowledge of public sector contracting, including GSA schedules and cooperative purchasing contracts.
• Familiarity with the commercial requirements that affect distribution, including sales tax, export controls, and US and Canadian invoicing obligations.
• Strong operational discipline: able to translate a launch plan into a working system, track it, and adjust.
• Excellent written and verbal communication in English.
• 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 to Carahsoft and partner sites.
• Authorization to work in the United States.

Preferred Qualifications

• Prior experience at a major technology distributor or value-added reseller, particularly one with a public sector practice.
• Experience launching a new distribution model or distributor onboarding in a new market.
• Familiarity with prebuy, floor-plan, or inventory financing structures.
• Experience with FedRAMP, FAR-based contracting, or other federal procurement frameworks.
• Experience with ServiceNow's partner ecosystem or a comparable enterprise software program.
• Canadian channel or public sector experience, including familiarity with Canadian procurement vehicles.

Core Competencies

• Operational ownership: Takes an ambiguous launch and turns it into a working, measured system.
• Public sector fluency: Understands how contract vehicles, procurement rules, and reseller economics shape deal flow.
• 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.

Pay and benefits

For positions in this location, we offer a base pay of $148,400 - $259,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.

Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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.