Director of Expert Services, Security and Risk

ServiceNow•Dallas, TX

About The Position

As Director, Security and Risk Services (Americas), you will lead services delivery execution for Security and Risk customers across the United States and Canada. You will manage senior-level technical consultants and Business Process Consultants (BPCs), delivering strategic transformation initiatives and customer implementations while expanding ServiceNow’s Security and Risk footprint, ensuring delivery excellence, building customer relationships, and maximizing customer value. The role includes developing and executing the regional business plan, advancing adoption of AI-powered security and risk automation, supporting global best-practice standards and new product introductions, and driving portfolio performance and services revenue. You will lead customer delivery quality and satisfaction, establish executive relationships, shape security and risk transformation roadmaps, and use delivery metrics to improve operational efficiency and consultant productivity. You will collaborate with teams across Product, Sales, Customer Excellence Group, Marketing, Training, Sales Enablement, and partner organizations. You will also align with technology and implementation partners, mentor consultants and partner resources, and represent ServiceNow in industry and regulatory communities. Travel of up to 40% annually is expected based on business and customer needs.

Requirements

12+ years of leadership experience in Enterprise Security Services, Risk Management Consulting, Customer Success, and Governance Risk & Compliance.
A proven record of delivering solutions at scale across security operations, risk management, and compliance.
Extensive consulting experience in global, enterprise-scale organizations, focused 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, ServiceNow platform capabilities, industry competitors, trends, and regulatory requirements.
Demonstrated experience leading and scaling technical consulting teams and delivery organizations, particularly for cloud-based and SaaS security and risk management solutions.
Ability to manage complex customer engagements and strategic transformation initiatives while directing technical and consulting resources toward business outcomes.
Ability to consult, influence, and establish credibility with executive stakeholders, including CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs, and other business leaders.
Strong people leadership skills, including coaching, mentoring, and talent development.
Ability to lead and inspire direct reports and matrixed teams toward shared goals and outcomes.
Commitment to customer success, delivery excellence, and continuous improvement.
Extensive experience delivering customer success and services in the security and risk domain, with an understanding of operational challenges, business priorities, and security transformation drivers.
Strong passion for technology and digital transformation and their impact on enterprise security posture, risk reduction, and operational resilience.
Ability to communicate complex security and risk management solutions clearly to technical and non-technical audiences, including business executives.
Outstanding organizational, time management, and written, verbal, and presentation communication skills.

Nice To Haves

ServiceNow security and risk management experience and certifications are highly desirable.
Experience leading cross-functional teams across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations.

Responsibilities

Manage delivery execution for senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives and customer implementations.
Partner with the Acceleration & Modernization team to roll out AI-powered security and risk automation capabilities and improve consultant productivity, time-to-value, and delivery outcomes.
Develop and execute the Security and Risk Services business plan across the Americas in partnership with the Director of Security & Risk and practice leadership.
Work with Product Excellence to advance global best practices, adoption, and new product introduction in the security and risk domain.
Lead regional sales strategies, portfolio performance, and achievement of services revenue targets.
Monitor security trends, regulatory changes, and risk management opportunities to support adoption of ServiceNow Security and Risk solutions.
Provide visible leadership to technical consultants and BPCs, fostering a high-performance, customer-centric delivery culture.
Build and maintain executive relationships with customer stakeholders, including CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs, and business transformation leaders.
Champion delivery quality and customer satisfaction through continuous improvement initiatives.
Establish and manage delivery quality standards from sales support through hyper-care, overseeing internal resources and delivery partners.
Work with senior customer leaders to shape transformation roadmaps, optimize risk management processes, and achieve business outcomes.
Monitor delivery metrics and team performance and use insights to improve operational efficiency, service excellence, and consultant productivity.
Collaborate with Product, Sales, Customer Excellence Group, Marketing, Training, Sales Enablement, and partner organizations to support implementation and expansion.
Align with ServiceNow technology and implementation partners to support joint business goals and ecosystem growth.
Mentor and guide ServiceNow Security and Risk consultants and partner resources.
Engage with industry communities and regulatory bodies to represent ServiceNow, share best practices, and demonstrate thought leadership.
Travel up to 40% annually based on business and customer needs.