Director of Expert Services, Security and Risk

Job Description

The Team

As part of Delivery Excellence, our Security and Risk Services team empowers enterprises to build resilience and strengthen their operational and security posture across their most critical risk and compliance domains. We partner closely with customers to drive security adoption, risk mitigation, compliance excellence, and demonstrable business value through our Security and Risk product portfolio.

The Role

As Director, Security and Risk Services (Americas), you will lead services delivery execution for Security and Risk customers across the US and Canada. You will manage senior-level technical consultants and Business Process Consultants (BPCs) to deliver transformative solutions while driving key strategic initiatives. You will be instrumental in expanding the ServiceNow Security and Risk footprint, ensuring delivery excellence, nurturing deep customer relationships, and maximizing customer value realization in the security and risk domain.

What you'll do:

Strategic leadership & security innovation

• Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives and customer implementations.
• Partner with the Acceleration & Modernization (A&M) team to lead programmatic rollout of AI-powered security and risk automation capabilities, driving adoption of intelligent tools that enhance consultant productivity, accelerate time-to-value, and optimize delivery outcomes.
• Partner with Director of Security & Risk, Practice leader to develop and execute a comprehensive business plan for Security and Risk Services across the Americas, focusing on market expansion, differentiation, and customer success within key product areas.
• Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI) in the security and risk domain.
• Lead regional sales strategies, drive portfolio performance, and achieve or exceed services revenue targets for the Security and Risk Services portfolio.
• Stay informed of security trends, regulatory landscape changes, and emerging risk management opportunities to enhance and expand ServiceNow Security and Risk adoption.

Customer success & delivery excellence

• Provide active, visible leadership to your team of technical consultants and BPCs, fostering a high-performance and customer-centric delivery culture.
• Build and maintain strong executive relationships with key customer stakeholders, including Chief Information Security Officers, Chief Risk Officers, Chief Compliance Officers, Chief Information Officers, and business transformation leaders.
• Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally. Establish and manage delivery quality standards spanning sales support through hyper-care, including oversight of both internal resources and delivery partners to ensure consistent, world-class customer outcomes.
• Engage with senior customer leaders to shape security and risk transformation roadmaps, optimize risk management processes, and drive successful business outcomes.
• Monitor key delivery metrics and team performance, using insights to improve operational efficiency, service excellence, and consultant productivity.
• Travel up to 40% annually based on business and customer needs.

Cross-functional collaboration & ecosystem leadership

• Drive collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations to ensure seamless implementation and expansion of Security and Risk solutions.
• Lead strategic alignment with ServiceNow technology and implementation partners, supporting joint business goals and ecosystem growth.
• Mentor and guide ServiceNow Security and Risk consultants and partner ecosystem resources, building capability and expertise within the practice.
• Engage with industry communities and regulatory bodies to represent ServiceNow, share best practices, and demonstrate thought leadership in security and risk domains.

Qualifications

Core experience & expertise

• 12+ years of leadership experience in Enterprise Security Services, Risk Management Consulting, Customer Success, and Governance Risk & Compliance, with a proven track record delivering solutions across security operations, risk management, and compliance domains at scale.
• Extensive consulting experience within global, enterprise-scale organizations, with focus on managed delivery of security operations, risk management, governance and compliance, or related ServiceNow Security and Risk solutions.
• Deep understanding of the security and risk management landscape, including ServiceNow platform capabilities, and familiarity with industry competitors, trends, and regulatory requirements.
• Demonstrated expertise leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS security and risk management solutions.
• Proven ability to manage complex customer engagements and strategic transformation initiatives while directing technical and consulting resources to achieve business outcomes.

Executive engagement & leadership

• Proven ability to consult, influence, and establish credibility with executive-level stakeholders, including CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs, and other business leaders.
• Exceptional people leadership skills, including coaching, mentoring, and talent development of technical and consulting teams.
• Ability to lead and inspire teams—both direct reports and those in matrix relationships—toward common goals and outcomes.
• Dedication to customer success, delivery excellence, and continuous improvement.

Technical & ServiceNow knowledge

• Extensive experience delivering customer success and services in the security and risk domain, with deep understanding of operational challenges, business priorities, and security transformation drivers.
• ServiceNow security and risk management experience and certifications are highly desirable.
• Strong passion for technology and digital transformation, and its impact on enterprise security posture, risk reduction, and operational resilience.

Collaboration & communication

• Experience leading cross-functional teams across Product, Marketing, Training, Sales, Sales Enablement, and external partner organization a plus.
• Ability to communicate complex security and risk management solutions clearly to diverse audiences, both technical and non-technical, including business executives.
• Outstanding organizational, time management, and communication skills (written, verbal, and presentation).

Additional Information

Work Personas

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

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