Director, Office of the CISO, Customer Security

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. 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 excellence—building 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 ServiceNow’s 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 region’s 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 ServiceNow’s security posture and product direction—showing 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 AI’s 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 team’s 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 values—trust, transparency, accountability, integrity, and inclusive leadership—and 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 deals—for 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 ServiceNow’s platform.  Represent ServiceNow at external seminars, conferences, and industry forums, evangelizing cloud and AI adoption and assurance—including 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 results—asking “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