M&A Integration Director — Scale Value Post-Acquisition

ServiceNow; Austin (TX); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow's Customer Excellence Group seeks a senior leader to own and drive M&A integration across post-sale acquisitions, ensuring value delivery for customers, employees, and the business. You will set strategy, govern integration at the company level, and mentor a Senior Manager with a team of external consultants across active integrations, balancing execution with governance.

The role requires deep M&A experience in enterprise tech, strong executive presence, and the ability to partner

Qualifications

• Experience in integrating AI into work processes and decision-making.
• 12-15+ years in strategy & operations, program management, or management consulting, with substantial M&A integration exposure.
• Proven experience leading or senior-partnering on post-sale organization integrations (Customer Success, Professional Services, Services, or Renewals).
• Strong cross-functional fluency across Finance, HR, Sales Ops, and GTM stakeholders.
• Track record managing external consultants or systems integrators in a delivery context.
• Demonstrated ability to operate in hybrid mode—strategy and execution together.

Responsibilities

• Own CEG's M&A integration strategy 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 when 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.
• Represent CEG in IMO processes and translate decisions into direction for workstream owners.
• Escalate material risks or resourcing gaps through appropriate IMO and CEG leadership channels.
• Define consultant engagement scope and delivery expectations; manage milestones and outcomes with external teams.
• Coordinate with Finance, HR, Sales Ops, and GTM to drive cross-functional, people-centered integrations.

Skills

AI in work processes

Strategy & ops

M&A integration

Cross-functional fluency

External consultants management

Hybrid execution

Job description

ServiceNow's Customer Excellence Group seeks a senior leader to own and drive M&A integration across post-sale acquisitions, ensuring value delivery for customers, employees, and the business. You will set strategy, govern integration at the company level, and mentor a Senior Manager with a team of external consultants across active integrations, balancing execution with governance.

The role requires deep M&A experience in enterprise tech, strong executive presence, and the ability to partner