Director, Office of the CISO, Customer Security

ServiceNow · San Francisco

OtherDigital TechnologyRemoteFull-time

Company Description

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

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, escalate and resolve systemic risks, and make tradeoff decisions aligned to corporate objectives.
Drive the maturity of the function over time—removing 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 $221,200 - $387,100, 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 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 globaltalentss@servicenow.com 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.