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Salary: USD 184,000 - 253,100 / annual
ServiceNow's Global Safety & Security organization is seeking a Director to lead and mature the Global Security Operations Center (GSOC), a mission-critical 24/7 hub delivering monitoring, detection, and coordinated response to physical security events globally. Reporting to the Senior Director of Global Security Operations, you will own day-to-day GSOC operations across U.S. and international locations, with expanded responsibility for Travel Risk Management and Badging/Access Identity Management.
Key responsibilities include:
**24/7 GSOC Operations Leadership**: Lead round-the-clock watch-floor operations across multiple sites, owning the operating model, shift schedules, staffing model, and shift leadership development. Establish and maintain watch-floor standards, KPIs, and escalation procedures. Manage staffing to optimize coverage and build the business case for regional expansion (e.g., APAC GSOC).
**Physical Security Monitoring & Response**: Own real-time monitoring, detection, and proactive response to physical security events. Lead alarm response and investigation coordination across facilities. Coordinate emergency response and critical incident notification protocols.
**Travel Risk Management & Monitoring**: Direct employee travel safety operations, including pre-travel risk assessment, location-based monitoring, and real-time security advisories. Establish travel risk intelligence feeds, escalation protocols, and traveler support procedures. Manage travel incident response workflows, including traveler extraction support and embassy coordination.
**Badging & Access Identity Management**: Oversee badging and physical access control operations across all facilities. Establish badging standards, audit procedures, and emergency access controls. Lead access management coordination during security incidents.
**Threat Intelligence & Analysis**: Monitor global events and security feeds to assess operational risk. Synthesize real-time intelligence from physical monitoring, access patterns, travel data, and external feeds into actionable threat assessments and leadership briefings.
**Standards, Playbooks & Continuous Improvement**: Develop and maintain GSOC standard operating procedures, incident playbooks, and escalation decision-trees. Lead after-action reviews and root-cause analysis. Establish and monitor KPIs for response time, incident resolution, and access control effectiveness.
**Resourcing & Vendor Management**: Shape the GSOC staffing model and build business cases for expansion. Manage vendor relationships and performance standards. Own the GSOC operating budget, forecasting, and cost optimization.
**Technology & Tooling Optimization**: Partner with Global Technology to evaluate, deploy, and optimize security monitoring platforms, access control systems, and incident-management tools. Drive automation and operational insight improvements.
**Cross-Functional Coordination & Reporting**: Maintain strong coordination with Event Security, Executive Protection, Business Continuity Management, Travel, and Physical Security Operations. Deliver regular GSOC performance reports, incident trend analysis, and leadership briefings. Serve as escalation point for all GSOC incidents, travel security events, and access control emergencies.
**Requirements:**
- 10+ years in security operations, GSOC/SOC leadership, or command center management, including direct leadership of a 24/7 operations team and development of shift leads, watch officers, and analysts
- Demonstrated experience owning GSOC operating models across multiple sites or international regions — watch-floor staffing, scheduling, standards, alarm response, and emergency notification
- Proven experience in Travel Risk Management or corporate security operations — risk assessment, traveler monitoring, incident response, and stakeholder coordination
- Hands-on expertise in Badging, Physical Access Control, or Access Identity Management, including policy, operations, and emergency procedures
- Strong working knowledge of security monitoring platforms, access control systems, incident-management tools, and SIEM or SOC dashboards
- Proven ability to manage operating budgets, vendor relationships, SLAs, and performance reporting to senior leadership
- Demonstrated ability to manage shifting priorities, assess impact, and communicate clearly under time pressure during critical incidents
- Bachelor's degree in Security, Business, or related field, or equivalent experience; exceptional writing, analytical, and communication skills
**Preferred Experience:**
- Experience building or scaling a GSOC or SOC operating model in a fast-paced, hyper-growth, or complex global organization
- Multi-disciplinary security background spanning operations, travel safety, crisis/emergency response, and access management
- Professionally recognized security certifications (e.g., CPP, PSP, ASIS, or equivalent) or advanced training in security operations
- Familiarity with ServiceNow platform and use of security solutions, ITSM, or business applications
- Experience managing international operations, multi-site coordination, or distributed security teams across time zones
