Director, Office of the CISO, Customer Security

Due to Federal requirements only US citizens US naturalized citizens or US Permanent Residents holding a green card will be considered.  

PLEASE NO NOT APPLY if you cannot meet this Federal Requirement. Thank you in advance. 

The ServiceNow Security Organization (SSO)   

The ServiceNow Security Organization (SSO) delivers world-class innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud accelerating our business so that we are the most trusted SaaS provider. We create an environment where our employees are proud to work and can make a positive impact 

The Office of the CISO 

The Office of the CISO delivers security services that foster trust and proactively minimize cyber risks advancing knowledge for the empowerment of our customers to adopt innovate and maximize the value of ServiceNow. The team is dedicated to enabling business growth through security excellencebuilding trust and security across our organization and for our customers and partners. 

Our Customer Security teams provide expertise and advisory services on the security and privacy of ServiceNows platform and portfolio of products creating an environment that leads to frictionless understanding and trust for internal and external stakeholders.

The team works closely with internal and external stakeholders including - ServiceNow customers Partners and Sales. The team also works closely with Legal IT and Product representing the voice of the customer. Come help set the bar for cloud security. 

What you get to do in this role 

Director Office of the CISO Customer Security Team you lead the Customer Security team that serves as the security voice to customers and prospects across the region spanning the North and South Americas markets. 

You own the regions executive-level security engagement set the strategy and operating model for the team and serve as the senior escalation point for the most complex security conversations deals and incidents. You turn what you hear in the field into influence on ServiceNows security posture and product directionshowing up as a leader first and a subject-matter expert second. 

People and organizational leadership 

• 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 AIs potential impact on the function or industry. 
• 15 Years of experience.  Lead hire coach and retain a high-performing Americas Customer Security team; set clear objectives and manage performance to measurable outcomes. 
• Define the teams coverage escalation and operating model across the region and time zones. 
• Build bench strength develop future leaders and create succession plans so the organization is stronger because of your leadership not only your personal expertise. 
• Model ServiceNow valuestrust transparency accountability integrity and inclusive leadershipand set the culture the team experiences day to day. 
• Partner with peers in EMEA and APJ to align strategy process consistency while thinking globally and acting locally. 

Executive customer engagement 

• Own executive-level CISO-to-CISO security engagement for strategic Americas customers and prospects. 
• Represent ServiceNow in customer meetings such as Executive Briefings Quarterly Business Reviews and security resiliency and privacy sessions. 
• Serve as the senior escalation point for high-stakes security conversations questionnaires and complex or regulated dealsfor example energy and utilities financial services public sector and critical infrastructure. 

Sales cycle support 

• Partner with Sales and Partners to support customers and prospects through pre- and post-sales security engagement. 
• Oversee timely high-quality responses to security vendor risk resiliency and privacy questionnaires. 
• Provide security contract support and review of security language to unblock annual contract value. 

Education and awareness 

• Sponsor and deliver internal enablement and customer- and partner-facing webinars that build security fluency across the field. 
• Lead customer instance security engagements that give customers confidence in ServiceNows platform. 
• Represent ServiceNow at external seminars conferences and industry forums evangelizing cloud and AI adoption and assuranceincluding Agentic AI and GenAI security. 

Voice of the customer 

• Capture what customers and prospects tell the field and translate it into structured feedback that improves the platform and the security program. 
• Influence feature roadmaps and security posture by bringing regulatory and customer-driven requirements to Product and Engineering. 

Strategy operational excellence and organizational maturity 

• Translate corporate priorities into actionable goals for the Americas team and hold the organization accountable for resultsasking what is moving the metric rather than tracking activity. 
• Establish roadmaps operating models metrics and governance that make performance visible and honest and that scale beyond any single individual. 
• Anticipate issues escalate and resolve systemic risks and make tradeoff decisions aligned to corporate objectives. 
• Drive the maturity of the function over timeremoving waste rework and bottlenecks and raising the baseline continuously. 

Qualifications :

What we expect at the Director level 

This is a leadership role. At ServiceNow a Director creates clarity builds leaders shapes strategy and delivers enterprise outcomes through influence and scale. The expectations for the role look like this: 

Area                                   Director expectation 

Strategy                           Drive security strategy aligned to corporate objectives 

Risk                                 Anticipate and manage enterprise-level risk 

Stakeholders                   Influence Product Engineering Sales Legal and executives 

Execution                        Deliver measurable customer and business outcomes 

Talent                              Build leaders succession plans and organizational capability 

Culture                            Model CORE values and leadership behaviors 

Customer trust                Represent ServiceNow with customers and executives 

Transformation                Improve processes tooling and organizational maturity 

How success is measured 

Success in this role is measured by customer and business outcomes across the Americas not activity.  

What you bring 

• Extensive experience in information security with at least 3 years in cloud security and a track record of customer-facing security leadership. 
• Proven people-leadership experience building coaching and scaling security teams ideally across a multi-country region. 
• Executive presence and the ability to lead CISO-to-CISO conversations and turn complex security topics into trust and business outcomes. 
• Deep understanding of cloud security risk compliance and privacy with fluency in emerging areas such as Agentic AI and GenAI security. 
• Strong cross-functional influence across Sales Legal IT Product and Engineering and the ability to turn conflict into collaboration. 
• Relevant industry certifications such as CISSP or CISM. 
• English fluency required. 
• Budget and P&L responsibility. 
• Eligibility for applicable government clearances 

#SecurityJobs   

West Palm Beach Florida (WPB) is available to for Relocation.  Full relocation costs are provided by ServiceNow 

For positions in this location we offer a base pay of $221200 - $387100 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 :

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 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 for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time