Director OF Implementation

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description 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 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 Qualifications 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 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 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 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 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. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [emailprotected] for assistance. 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