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ServiceNow is seeking a Director of Security and Risk Services to lead delivery execution for Security and Risk customers across the US and Canada. In this role, you will manage a team of senior-level technical consultants and Business Process Consultants (BPCs), driving transformative solutions and strategic initiatives that expand ServiceNow's Security and Risk footprint.
Key responsibilities include:
**Strategic Leadership & Security Innovation**
- Manage delivery execution for senior technical consultants and BPCs, ensuring successful delivery of strategic transformation initiatives and customer implementations
- Partner with the Acceleration & Modernization team to lead programmatic rollout of AI-powered security and risk automation capabilities, enhancing consultant productivity and accelerating time-to-value
- Develop and execute a comprehensive business plan for Security and Risk Services across the Americas, focusing on market expansion, differentiation, and customer success
- Work with Product Excellence to drive global standards on best practice development and new product introduction in the security and risk domain
- Lead regional sales strategies, drive portfolio performance, and achieve services revenue targets
- Stay informed of security trends, regulatory landscape changes, and emerging risk management opportunities
**Customer Success & Delivery Excellence**
- Provide active, visible leadership to your team, fostering a high-performance and customer-centric delivery culture
- Build and maintain strong executive relationships with CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs, and business transformation leaders
- Champion high-quality delivery and customer satisfaction, establishing and managing delivery quality standards from sales support through hyper-care
- Engage with senior customer leaders to shape security and risk transformation roadmaps and drive successful business outcomes
- Monitor key delivery metrics and team performance to improve operational efficiency and consultant productivity
- Travel up to 40% annually based on business and customer needs
**Cross-Functional Collaboration & Ecosystem Leadership**
- Drive collaboration with Product, Sales, Customer Excellence Group, Marketing, Training, Sales Enablement, and Partner organizations
- Lead strategic alignment with ServiceNow technology and implementation partners
- Mentor and guide ServiceNow Security and Risk consultants and partner ecosystem resources
- Engage with industry communities and regulatory bodies to represent ServiceNow and demonstrate thought leadership
**Requirements**
- 12+ years of leadership experience in Enterprise Security Services, Risk Management Consulting, Customer Success, and Governance Risk & Compliance, with proven track record delivering solutions at scale
- Extensive consulting experience within global, enterprise-scale organizations, with focus 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, including ServiceNow platform capabilities, industry competitors, trends, and regulatory requirements
- Demonstrated expertise leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS security and risk management solutions
- Proven ability to manage complex customer engagements and strategic transformation initiatives while directing technical and consulting resources
- Proven ability to consult, influence, and establish credibility with executive-level stakeholders (CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs)
- Exceptional people leadership skills, including coaching, mentoring, and talent development
- Ability to lead and inspire both direct reports and matrix teams toward common goals
- Extensive experience delivering customer success and services in the security and risk domain
- ServiceNow security and risk management experience and certifications highly desirable
- Strong passion for technology and digital transformation
- Experience leading cross-functional teams across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations a plus
- Ability to communicate complex security and risk management solutions clearly to diverse audiences
- Outstanding organizational, time management, and communication skills (written, verbal, and presentation)
