Field Partner Operations Leader

The Field Partner Operations leader is responsible for geo-level operational execution of the global partner delivery model. The role coordinates partner onboarding, capacity planning, resource demand, workforce readiness, financial operations, reporting, and operational governance so that partner commitments can be deployed predictably and efficiently within the aligned geography.
Working closely with Geo Partner Leaders, Partner Portfolio Managers, Partner Delivery Managers, Service Delivery Managers, Finance, and partner teams, Field Partner Operations converts global standards into disciplined in-market execution. The role provides the operational data and control layer for the geo, resolves issues that disrupt delivery, and drives continuous improvement in partner processes, reporting, and execution effectiveness.
Responsibilities
Own geo-level operational execution of the global partner delivery and partner operations model.
Coordinate partner onboarding and offboarding, including workforce readiness, contingent worker processing, access, system provisioning, operational documentation, and completion tracking.
Manage partner capacity and demand planning within the geo, reconciling business forecasts, available resources, utilization, skills, and committed volumes.
Maintain accurate geo reporting on partner capacity, demand, utilization, spend, forecast, onboarding, operational performance, and risk.
Partner with Geo Partner Portfolio Excellence and Global Partner Portfolio Managers to ensure portfolio and spend forecasts reflect current account demand and partner capacity.
Support Service Delivery Managers and Partner Delivery leaders with operational data, resource readiness, issue resolution, and governance execution.
Monitor compliance with global partner standards, governance requirements, operational controls, and reporting cadences.
Coordinate partner financial operations within the geo, including purchase order, invoice, milestone, spend, and reconciliation activities with Finance and Commercial teams.
Act as the primary escalation point for operational issues that affect partner readiness or delivery, driving resolution across internal and partner teams.
Identify forecast variances, capacity constraints, onboarding delays, process failures, and control gaps before those issues disrupt delivery or customer outcomes.
Prepare geo operational insights and materials for monthly performance reviews, quarterly partner reviews, and leadership forums.
Ensure geo data is complete, accurate, timely, and aligned to the global source of truth rather than maintained in separate local reporting processes.
Implement global process, tooling, and reporting changes within the geo and support adoption across stakeholders and partners.
Recommend and deliver process improvements, standardization, and automation that increase partner effectiveness and operational efficiency.
Demonstrated experience in partner operations, vendor operations, service operations, workforce management, business operations, or a related role within a global technology or SaaS environment.
Strong experience in capacity planning, demand management, utilization, forecasting, resource onboarding, and workforce readiness.
Experience coordinating financial operations such as spend tracking, purchase orders, invoice reconciliation, and budget or forecast variance management.
Proficiency in reporting and analytics, with the ability to maintain accurate operational data and turn it into actionable insights.
Experience executing global processes and controls within a geography while identifying and escalating legitimate local requirements.
Proven ability to resolve cross-functional operational issues involving business teams, delivery teams, finance, HR, procurement, technology, and partners.
Strong program and process management skills with consistent attention to detail, documentation, controls, and follow-through.
Experience supporting business reviews, governance cadences, executive reporting, and action tracking.
Demonstrated ability to influence stakeholders and drive accountability without direct authority.
Knowledge of partner-delivered professional services, managed services, customer success, or contingent workforce operating models.
Knowledge of, or ability to rapidly develop proficiency in, ServiceNow’s platform, products, and workflow capabilities.
5+ years of relevant experience in operations, workforce management, partner management, vendor management, or a related role.
Preferred Qualifications
Experience working with global systems integrators, managed service providers, subcontractors, or strategic technology partners.
Familiarity with partner investment and capacity commitment models.
Experience with enterprise SaaS, professional services, customer success, or post-sales operations.
Advanced proficiency with workforce planning, financial, CRM, reporting, dashboarding, and workflow tools.
Experience implementing process automation or continuous improvement initiatives across a matrixed organization.
Certifications in program management, service management, process improvement, operations, or workforce planning.

Employment type
Full-time

Work arrangement
Hybrid