M&A Integration, Director

About the Role

ServiceNow's Customer Excellence Group is looking for a senior leader to own and drive M&A integration for the function. You will be responsible for CEG's end-to-end integration strategy for acquired post-sale organizations — spanning Customer Success, Professional Services, Renewals, and Implementation — ensuring that each acquisition delivers on its intended value for customers, employees, and the business. This is a hybrid role: you will set strategic direction and own CEG's voice in company-level integration governance, while rolling up your sleeves on high-priority deals to unblock cross-functional complexity. You will indirectly lead a Senior Manager running day-to-day PMO execution, and serve as the primary point of contact and accountability anchor for a team of approximately 10 external integration consultants engaged across active integrations.

Responsibilities

• CEG Integration Strategy & Leadership
  • Own CEG's M&A integration strategy, ensuring the function is built for scale across simultaneous deals of varying size and complexity
  • Serve as the senior decision-maker for integration scope, priorities, and resource allocation within CEG — escalating to CEG LT where needed
  • Partner with the CEG Leadership Team to align integration plans with organizational priorities, capacity, and customer commitments
  • Lead post-integration retrospectives and translate learnings into iterative improvements to the CEG M&A playbook
• Company IMO Representation
  • Serve as CEG's primary representative in company-level Integration Management Office (IMO) processes, ensuring CEG interests, risks, and dependencies are consistently surfaced and advocated for
  • Translate IMO decisions and cross-functional developments into clear, timely direction for CEG workstream owners
  • Escalate material risks or resourcing gaps through appropriate IMO and CEG leadership channels
• External Consultant Leadership
  • Serve as the accountability anchor and primary point of contact for the ~10-person external integration consultant team engaged across CEG integrations
  • Define consultant engagement scope, quality standards, and delivery expectations in partnership with the Senior Manager; hold consultants accountable to milestones and outcomes
  • Ensure continuity of institutional knowledge as consultant engagements evolve across deal lifecycle stages
• Cross-Functional Integration Execution
  • Partner with CEG LT and functional leads across Customer Success, Professional Services, Renewals, and Implementation to drive collaborative, people-centered integrations of acquired organizations
  • Coordinate with Finance on P&L treatment, headcount alignment, and comp plan integration; with Sales Operations on territory mapping and tool cutovers; with HR on org structure, role mapping, and talent onboarding
  • Own executive communication strategy for active integrations — synthesizing cross-functional complexity into crisp, accurate updates for CEG leadership and impacted employees
  • On high-priority or high-complexity deals, step in alongside the Senior Manager to directly drive workstream resolution and stakeholder alignment
• Team & Capability Development
  • Indirectly lead the Senior Manager, M&A Integration, providing strategic direction, deal prioritization guidance, and escalation support
  • Build the CEG integration function as a durable organizational capability — not just a deal-by-deal response — by investing in playbooks, tooling, and institutional knowledge

Requirements

• Required 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
• 12–15+ years of experience in strategy & operations, program management, or management consulting, with substantial direct exposure to M&A integration in enterprise technology organizations
• Proven experience leading or senior-partnering on post-sale organization integrations (Customer Success, Professional Services, Services, or Renewals preferred)
• Strong cross-functional fluency — able to navigate Finance, HR, Sales Ops, and GTM stakeholders simultaneously without losing momentum
• Track record managing or directing external consultants or systems integrators in a delivery context
• Demonstrated ability to operate in hybrid mode — setting strategy while staying close enough to execution to unblock what matters

Qualifications

• Preferred
  • Prior experience working within or alongside a formal IMO structure
  • Background in SaaS or high-growth technology companies with a history of acquisition activity
  • PMP, PgMP, or equivalent certification

Pay

For positions in this location, we offer a base pay of $192,400 - $336,700, 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.

Benefits

• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP (Employee Stock Purchase Plan)
• Matching donations
• Flexible time away plan and family leave programs