Director, Office of the CISO, Customer Security

ServiceNow•Santa Clara, CA

2d•$221,200 - $387,100•Hybrid

About The Position

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 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.

Requirements

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

Nice To Haves

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.
Build bench strength, develop future leaders, and create succession plans so the organization is stronger because of your leadership, not only your personal expertise.

Responsibilities

Lead the Customer Security team that serves as the security voice to customers and prospects across the North and South Americas markets.
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.
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.
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.
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.
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.
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.
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.
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.