Partner Business Development Manager, CRM & AI ANZ

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Role Overview

ServiceNow is hiring a Partner Business Development Manager for CRM and AI in ANZ, 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 ANZ 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 the ANZ enterprise and public sector partner ecosystem is essential.

What you get to do in this role:

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 ANZ 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 & 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 ANZ industry verticals.

Pipeline Development and Revenue

• Own the ANZ partner-sourced pipeline target and report on NNACV contribution from partner-initiated opportunities.

• Collaborate with ANZ 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 ANZ 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 in ANZ

• 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 ANZ partners and GPC ANZ 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 ANZ 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 ANZ market.

• Maintain up-to-date partner account intelligence in Dynamics 365, documenting partner credentials, capability assessments, active pipeline, and competitive context.

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.
• 10+ years of experience in partner business development, channel sales, or ISV/enterprise software alliances within the ANZ market.
• Demonstrated success in Embedded Service Provider (ESP) or Build route-to-market models where partners embed software capabilities into managed services or customer solutions and drive sourced revenue.
• Strong track record building and activating CRM, CCaaS, or enterprise software practices with partners, including joint GTM planning, commercial structuring, and pipeline creation.
• Deep familiarity with ANZ partner ecosystem including major SIs, MSPs, and CCaaS providers active in Australia and New Zealand.
• Experience working with CRM platforms (ServiceNow, Salesforce, Microsoft Dynamics) and understanding of how partners build, monetise, and differentiate CRM practices.
• Commercially sharp: able to build and present partner business cases, model revenue share structures, and negotiate partner commercial agreements.
• Proven ability to collaborate across matrixed field organisations working with field AEs, solution consultants, product specialists, and marketing to drive co-sell and sourced pipeline.
• Excellent communication and executive presence able to engage credibly with C-level partner executives and articulate ServiceNow's CRM and AI value proposition.

Highly Desirable

• Knowledge of AI agent platforms, Now Assist, and agentic AI capabilities and how partners can build AI adoption practices and managed services on top of them.
• Experience with CCaaS platforms and how they integrate with CRM solutions in enterprise and public sector deployments.
• Track record of competitive partner recruitment
• Familiarity with ServiceNow partner program mechanics including deal registration, tier requirements, and the 4 C's (Competency, Capability, Customer Success).
• Experience in Australian public sector or regulated industries where data sovereignty and compliance considerations influence partner and technology selection.

How Success Is Measured

This is a quota-carrying role. Primary measure is partner-sourced NNACV in ANZ.

• Willingness to travel up to 40% within ANZ and occasionally to Singapore/global partner events.

JV20

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.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

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

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