GDS Alliances Operations Lead Analyst - ServiceNow Alliance - Supervising Associate

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Job Title: GDS Alliance Operations Lead Analyst          

Job Summary:

 

The GDS Alliance Operations Lead Analyst will operate from the GDS Alliances Delivery Center and provide structured operations, governance, stakeholder coordination, reporting, content management and execution support for the ServiceNow Alliance within the broader Global Alliances and Ecosystem Relationship Enablement function. The role will help alliance leadership run an effective, insight-led and scalable operating model by tracking priorities, managing operational cadence, improving process discipline and enabling timely execution of ServiceNow alliance initiatives across sell, build and deliver motions. The incumbent will work closely with alliance, market, finance, contracts, training, BMC and enablement stakeholders to strengthen delivery consistency, improve data and reporting quality, simplify ways of working and identify automation opportunities, including the responsible use of AI-enabled tools to reduce manual effort, enhance reporting narratives and improve operational outcomes.

 

Essential Functions of the Job:

• Serve as the central operations and PMO support point for assigned alliance activities, ensuring priorities, workstreams, owners, timelines, risks, dependencies and follow-ups are clearly captured, tracked and progressed with discipline.
• Provide ServiceNow alliance leadership with timely business insights through structured reporting, dashboards and executive-ready narratives covering sales, pipeline, opportunity tagging, partner-sourced and co-sell activity, prospect tracking, key GTM wins, book of business movements, partner program measures and other performance indicators.
• Support governance cadence for leadership meetings, QBRs, planning forums and operational reviews by developing agendas, storyboarding content, coordinating inputs, preparing meeting materials, capturing actions and tracking closure.
• Maintain and continuously refresh alliance reference materials, SharePoint content, leadership-ready presentations, internal updates and other enablement assets to improve findability, consistency, relevance and adoption across stakeholder groups.
• Coordinate with Brand, Marketing and Communications teams to develop, review and maintain alliance-related content, ensuring alignment with messaging standards, stakeholder expectations and partner program requirements.
• Program manage ServiceNow partner tools, portals and operational processes, including partner portal access request tracking, issue resolution, adoption monitoring, certification and skills currency tracking, training coordination and tool administration support.
• Work with alliance investment, finance, legal and enablement teams to support ServiceNow Market Development Fund processes, investment tracking, compliance monitoring, quarterly reviews, documentation readiness, claims support and process adherence.
• Support ServiceNow alliance contract and governance activities, including initiation and tracking of localization of global agreements, program documentation, partner distinction or specialization requirements and related compliance actions in collaboration with the Ecosystem Contracts team and relevant business stakeholders.
• Partner with onshore ServiceNow alliance enablement contacts on strategic projects, transformation initiatives, stakeholder mapping, partner offering or marketplace coordination, event or sponsorship coordination, training interventions and other priority initiatives as required.
• Identify opportunities to simplify, standardize and improve alliance operations processes through process mapping, documentation, issue analysis, control strengthening, data quality improvement and adoption of reusable templates and playbooks.
• Leverage automation and responsible AI-enabled tools, where appropriate, to reduce repetitive manual activity, improve reporting turnaround time, support content drafting, enhance insight generation, improve follow-up tracking and enable scalable service delivery.
• Manage stakeholder expectations, communication plans and delivery commitments with clarity, responsiveness and strong service orientation across global and regional teams.

 

Knowledge and Skill Requirements:

• Strong understanding of alliance, ecosystem or partner program operations, preferably in a professional services, technology, consulting, shared services, GCC or global capability center environment; exposure to ServiceNow, enterprise software, workflow automation, low-code platforms or digital transformation ecosystems would be advantageous.
• Working knowledge of sales, revenue, pipeline, opportunity lifecycle, partner program metrics, GTM motions, co-sell or referral activity, partner distinctions, specialization requirements and performance reporting, with the ability to interpret data and convert it into concise executive-ready insights.
• Strong program and project management skills, including planning, tracking, governance cadence management, risk and dependency monitoring, action follow-up and management of multiple priorities with competing deadlines.
• Advanced proficiency in Microsoft Excel and PowerPoint, with Power BI, Power Automate, SharePoint, workflow tools or other reporting and collaboration platforms considered an advantage.
• Experience with continuous improvement, process simplification and operational excellence, including process mapping, SOP development, control documentation, audit readiness, root cause analysis and issue resolution.
• Ability to identify automation opportunities and apply digital tools responsibly to improve productivity, reporting quality, follow-up discipline, knowledge management and stakeholder experience.
• Practical exposure to generative AI tools for research, content development, summarization, insight generation, workflow support and productivity enhancement; preferable exposure to Agentic AI concepts, AI-enabled process automation, AI agents or Copilot-style productivity tools.
• Strong stakeholder management capability, with the ability to engage senior onshore stakeholders, anticipate needs, manage expectations and build trusted advisor relationships across functions and geographies.
• Excellent written and verbal English communication skills, including business writing, executive presentation development, narrative building and the ability to create high-quality content with limited initial guidance.
• Strong analytical thinking, problem solving, research capability and attention to detail, with the ability to work across multiple teams to drive practical and timely resolution.
• Experience working in virtual, matrixed and multi-geography environments with cultural sensitivity, collaboration discipline and a global mindset.
• Knowledge of EY and GDS operations, organization structure, operating model, management information systems and independence concepts for internal candidates; Big 4, consulting, technology or leadership support exposure for external candidates would be preferred.

 

Job Requirements:

Academics:

• MBA, postgraduate qualification, or equivalent professional experience preferred.
• Bachelor’s degree required; degree in business, technology, engineering, commerce, or a related discipline preferred.
• Project/program management certification, process improvement certification, or relevant alliance, partner program, ServiceNow, technology partner or enterprise software certification would be an added advantage.
• Relevant certifications or digital badges in generative AI, responsible AI, AI-enabled productivity, prompt engineering, automation, analytics, or Agentic AI concepts would be highly desirable, particularly where they demonstrate practical application in business operations, reporting, process improvement, knowledge management, or stakeholder enablement.

 

Experience:

• 8+ years of progressive, relevant experience in alliance operations, program management, business operations, sales/GTM enablement, ecosystem support, consulting operations, technology partner enablement or enterprise software partner operations; exposure to ServiceNow or comparable software alliance environments would be preferred.
• Demonstrated experience supporting senior stakeholders in a matrixed, global environment, with exposure to governance routines, executive reporting, process coordination, and cross-functional delivery.
• Experience in reporting, dashboarding, content development, stakeholder tracking, or operational improvement initiatives would be beneficial.

 

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