M&A Integration, Director

Role Overview 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. The right candidate brings deep M&A experience in enterprise technology organizations, strong executive presence, and the operational fluency to partner credibly across CEG leadership, Finance, Sales Operations, HR, and the broader company IMO. What You'll Do 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

What We're Looking For 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