Total 4 job vacancies by ServiceNow

What you get to do in this role:

This role will be responsible for supporting key internal Global Technical Support process and automation projects with the aim of facilitating support adoption of infrastructure changes, enhancing the customer and employee support experience. Deliverables will include the implementation and deployment of impacting technical requirements to support, employee communications and rollout of key business process initiatives. 

• Act as a key player in establishing and executing operational initiatives
• Play a critical role in coordinating cross-functional efforts between support and cloud operations, with an emphasis on the impact of infrastructure changes and their impact to the support organization
• Drive as a key subject matter expert in the development of projects for technical support engineering and customer support experience
• Ensure all impacting technical requirements to support align to our ideals of delivering world-class technical support
• Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stays in line with growing Business needs
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers
• Work as a Technical Support subject matter expert in representing Global Technical Support
• Review current processes with a focus on simplification and clarity to ensure they align to current business objectives
• Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards
• Assess current systems, best practices, quality, service and introduce improvements to ensure operations stay in-line with growing Business needs
• Collaborative development of business requirements to satisfy business objectives, customer enablement and Technical Support Engineer impact

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Experience with interfacing with Cloud Operations and technical teams outside of support
• Demonstrated ability to troubleshoot technical issues and clearly define a problem
• Technical Support experience with an understanding of Technical Support case management and troubleshooting
• Experience administering and/or supporting ServiceNow platforms
• Understanding in the creation and management of various workflow mechanisms within the ServiceNow platform
• Fundamental knowledge of the interoperability of cloud systems and how they are operationalized
• Deep understanding of relational data and the ability to apply that knowledge to the analysis and reporting of that data
• Ability to articulate the complexity of cloud infrastructure and the application of policy and process as they relate
• Ability to conceptualize and participate in the creation of new methods, systems, and functionality
• Ability to build and publish processes conforming to established standards
• Understands the importance of the customer experience and is able to act as an advocate on their behalf when challenged with compelling reasoning
• Deep understanding of technical support processes
• Ability to work independently and in a team environment
• Minimum of 10 years of industry experience, including 5+ years of Technical Support Operations and/or Support Delivery is required

As the Senior Marketing Manager for TMT, you will drive ServiceNow’s industry-led marketing strategy for India’s rapidly evolving Telecom, Media and Technology sectors. This role is designed for a seasoned B2B marketer who understands India’s digital transformation landscape—5G rollout, network automation, customer experience transformation, AI/GenAI adoption, cybersecurity, enterprise automation, and cloud maturity.

Operating as a senior individual contributor, you will build and execute integrated programs that position ServiceNow as the leading workflow automation and platform-of-platforms provider for TMT enterprises. You will partner closely with India Sales, APAC Integrated Marketing, Solution Consultants, Partners & Alliances and your APAC Enterprise and Field Marketing (“EFM”) peers to create and accelerate pipeline, deepen account engagement and grow ServiceNow’s footprint across the TMT ecosystem in India.

Crucial to your success is having a good foundation in SaaS and enterprise technology, exposure to integrated marketing strategy, solid experience in campaign delivery across channels, relationship management skills, team collaboration, adaptability and expertise in enterprise technology marketing in a fast-paced, dynamic environment.

Key Responsibilities:

• Act as the India field marketing TMT lead, collaborating closely with all India GTM, Sales, and Partner teams to gather insights, deliver campaigns, and align plans to accelerate business growth.
• Develop a data-informed strategy on audience segmentation and opportunity, prioritization of marketing channels and tactics to conceptualize programs that will deliver impact across the account customer lifecycle.
• Design and execution of key in-market direct and 3rd party events providing a superlative customer experience in partnership with the local team and APAC ( when and where applicable).
• Lead through influence to ensure delivery and execution at scale of campaigns and programs across India Field marketing and business teams that result in measurable growth in business goals and revenue. Set best practices in narratives, engagement and high-performance campaigns.
• Leverage all direct and indirect channels to land new business and drive up-sell, cross-sell and adoption marketing campaigns across customer buying groups and activate the ecosystem for new business acquisition.
• Develop and test new campaign scenarios to drive optimizations and efficiencies against investments.
• Prepare and input into forecasts, performance reports, monitoring key business metrics, quality and audience insights.
• Continually look at ongoing innovations and best practices to elevate the program, experience, and results.

Industry & Go-to-Market Strategy:

• Localise and land ServiceNow’s global TMT value propositions—e.g.

            - Telecom Service Management (TSM)

            - Order Management for Telecom (OMT)

            - Customer Service Management (CSM)

            - Employee Experience & HR Service Delivery

            - Security & Risk workflows

            - Now Platform + GenAI

• Build an India-specific strategy that aligns with local sales priorities and top TMT accounts (Telcos, IT/ITeS, Digital Natives, OTT players, Media & Broadcasting, Technology Services).
• Monitor India-market developments: 5G SA/NSA launches, enterprise private 5G, OSS/BSS modernisation, churn management, digital ops, generative AI adoption, regulatory shifts (TRAI, DOT), and cloud sovereignty.

Campaign Development & Execution:

• Design and execute industry campaigns to strengthen ServiceNow’s position as theTMT workflow platform of choice.
• Run integrated programs across:

           - Digital campaigns (in partnership with APAC Digital marketing)

           - Webinars, workshops, and customer roundtables

           - Field events with partners (HCLTech, Infosys, Wipro, Airtel, Jio, TechM, Accenture)

           - Analyst and influencer-led engagements

• Localise global content for India’s business context, including thought leadership tied to AI, automation and service assurance.

Sales & Partner Alignment:

• Support the India TMT sales team deal-based marketing in partnership with ABM and Exec marketing (when appropriate) and industry-relevant messaging.
• Build and maintain industry-specific sales enablement assets India case studies and proof points in partnership with APAC Customer Marketing
• Partner with Solution Consultants to create India-specific customer value stories and workflow-based use cases.

Executive, Analyst & Industry Engagement:

• Activate ServiceNow leadership in India for TMT focused CXO engagements, roundtables and advisory councils in partnership with ABM and Exec marketing.
• Collaborate with industry bodies (e.g. COAI, IAMAI, NASSCOM) to strengthen ServiceNow’s thought leadership presence.
• Engage with analysts to influence India TMT narratives around automation, AI,service assurance and enterprise digital transformation.

Performance & Insights

• Track campaign performance using available dashboards and report on pipeline contribution, account engagement and ROI.
• Use data-driven insights to optimise programs and support annual planning.

What you get to do in this role:

• Building Partner Practices through business plan development, account planning, partner expectation management, industry/regional/product focus. Sell, solve, deliver growth.
• Planning for success through Partner achievement target agreement, capacity planning, growth investment, points earning roadmap.
• Managing the Partner Ecosystem and cross functional collaboration across stakeholders through readiness assessment scoring, milestone achievement by partner, roadmap sessions for success, regular ecosystem evaluations, tiering progress, acquisitions targets, health analysis, metrics reporting.
• Drive Ecosystem Governance through stakeholder communication, execution plans, reporting and dashboard preparation, global interlocks with other regions.
• Work with a specified set of ServiceNow partners to generate new business in existing accounts and in new logos, as well as ensuring our partners assist in delivering successful projects across all ServiceNow sales segments in a designation geo (AMS/EMEA/APJ).
• Direct/align partner’s investment in ServiceNow with areas of greatest opportunities. Aligns partner’s corporate mission and goals with the people, programs and resources at ServiceNow.  Ensure alignment with ServiceNow’s Partner Industry Solutions strategy and, where applicable, Service Provider programs.  
• Accelerate Workflow and Now Platform “Practice” growth via joint GTM plans with associated investment aligned to ServiceNow’s four C requirements: Capacity, Capability, Competency, and Customer Success.
• Drive regular partner cadence including pipeline reviews, operational excellence, QBR’s and EBC’s to drive partner and ServiceNow executive alignment
• Develop and execute capacity plans to assure partner is well positioned to sell the value of the Now Platform and to deliver successful customer implementations with high degrees of customer success via proper competencies, certifications, and committed co-delivery plan.
• Collaborate with Marketing teams on both sides to build and execute joint closed-loop demand generation plans (Partner Prospecting Days (PPD), CxO Roundtables and joint events).

ServiceNow is hiring a Partner Business Development Manager for CRM and AI in Asia , sitting within the Global Partnerships & Channels team. This is a quota-carrying individual contributor role focused on building partner-sourced (NNACV) pipeline through all routes to market for ServiceNow CRM and AI.  

You will recruit, activate, and grow a focused set of Asia partners who can drive sourced revenue and build sustainable CRM and AI practices on ServiceNow. The primary measure of success is partner-sourced new logo and expansion revenue, not influenced pipeline. 

The ideal candidate brings 10+ years of partner business development experience with a deep track record of GTM success and expertise across Built on solutions and ServiceNow RTM’s. Familiarity with  enterprise and public sector partner ecosystem is essential. 

What You'll Do 

• Recruit and activate partners where ServiceNow CRM and AI are embedded in partner-owned managed services and customer solutions. 
• Build joint business cases with partners for embedding Now Next CRM, CSM, and AI Agent capabilities into their service offerings prioritising deals that generate partner-sourced NNACV. 
• Develop commercial frameworks with partners (resell, co-sell, and embedded licensing structures) that incentivise sourced revenue generation over influenced activity. 
• Drive partner activation from recruitment to first sourced deal closed tracking time-to-revenue as a core KPI. 

CRM and AI Practice Building 

• Guide selected focus CRM partners through building a credible, billable CRM and AI practice on ServiceNow including practice design, go-to-market positioning, technical bench development (credentials and certifications), and customer reference creation. 
• Enable partners to position and sell Now Next CRM, AI Agents, and Now Assist as differentiated alternatives to Salesforce and Microsoft Dynamics particularly in mid-market and public sector accounts. 
• Support partners in building AI adoption plans for their customers, helping them drive utilisation of Now Assist and agentic AI capabilities post-sale as part of a managed service or practice offering. 
• Develop joint solution plays with partners that combine ServiceNow CRM with adjacent capabilities (CCaaS integration, FSM, CSM, CPQ) for industry verticals. 

Pipeline Development and Revenue 

• Own the partner-sourced pipeline target and report on NNACV contribution from partner-initiated opportunities. 
• Collaborate with field sales (AEs, CRM BDMs, solution consultants) on joint account planning and opportunity co-pursuit, ensuring partners are commercially credited for sourced opportunities. 
• Maintain accurate pipeline visibility in Dynamics 365, including partner account records, opportunity co-registration, and deal progression tracking. 
• Identify and convert Salesforce CPQ displacement opportunities through partner channels, leveraging end-of-sale timing as a recruitment and pipeline trigger. 

Partner Recruitment and Ecosystem Development 

• Recruit, onboard and ramp up identified new partners 
• Manage partner pipeline across three tiers (Strategic, Growth, Recruit) and apply structured activation plans to move partners from enrolled to revenue-generating within defined timeframes. 
• Engage with the ServiceNow partner portal, deal registration processes, and partner program benefits to maximise partner commercial incentives. 

AI Adoption and Enablement 

• Act as the CRM and AI subject matter expert for partners and GPC team coaching partners and internal team on Now Assist positioning, agentic AI use cases, and AI adoption playbooks for their customers. 
• Help partners develop repeatable delivery accelerators and reference architectures for CRM and AI implementations, reducing time-to-value for their customers and improving practice margins. 
• Enable partners to build customer success motions around AI adoption, including usage benchmarking, levers for driving consumption, and executive value reporting. 
• Represent partner needs back to the global CRM and AI product teams, feeding market intelligence on partner capability gaps, competitive dynamics, and product roadmap priorities. 

Market Intelligence and Competitive Positioning 

• Monitor competitive partner ecosystems to identify displacement and recruitment opportunities. 
• Provide competitive intelligence on CRM-CCaaS convergence trends, partner program changes, and emerging partner business models in the market. 
• Maintain up-to-date partner account intelligence in Dynamics 365, documenting partner credentials, capability assessments, active pipeline, and competitive context.