Director, Security and Risk Services

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

The Team

As part of Delivery Excellence, our Security and Risk Services team empowers enterprises to build resilience and strengthen their operational and security posture across their most critical risk and compliance domains. We partner closely with customers to drive security adoption, risk mitigation, compliance excellence, and demonstrable business value through our Security and Risk product portfolio.

The Role

As Director, Security and Risk Services (Americas), you will lead services delivery execution for Security and Risk customers across the US and Canada. You will manage senior-level technical consultants and Business Process Consultants (BPCs) to deliver transformative solutions while driving key strategic initiatives. You will be instrumental in expanding the Service Now Security and Risk footprint, ensuring delivery excellence, nurturing deep customer relationships, and maximizing customer value realization in the security and risk domain.

What you'll do:

Strategic leadership & security innovation

• Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives and customer implementations.
• Partner with the Acceleration & Modernization (A&M) team to lead programmatic rollout of AI-powered security and risk automation capabilities, driving adoption of intelligent tools that enhance consultant productivity, accelerate time-to-value, and optimize delivery outcomes.
• Partner with Director of Security & Risk, Practice leader to develop and execute a comprehensive business plan for Security and Risk Services across the Americas, focusing on market expansion, differentiation, and customer success within key product areas.
• Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI) in the security and risk domain.
• Lead regional sales strategies, drive portfolio performance, and achieve or exceed services revenue targets for the Security and Risk Services portfolio.
• Stay informed of security trends, regulatory landscape changes, and emerging risk management opportunities to enhance and expand Service Now Security and Risk adoption.

Customer success & delivery excellence

• Provide active, visible leadership to your team of technical consultants and BPCs, fostering a high-performance and customer-centric delivery culture.
• Build and maintain strong executive relationships with key customer stakeholders, including Chief Information Security Officers, Chief Risk Officers, Chief Compliance Officers, Chief Information Officers, and business transformation leaders.
• Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally. Establish and manage delivery quality standards spanning sales support through hyper-care, including oversight of both internal resources and delivery partners to ensure consistent, world-class customer outcomes.
• Engage with senior customer leaders to shape security and risk transformation roadmaps, optimize risk management processes, and drive successful business outcomes.
• Monitor key delivery metrics and team performance, using insights to improve operational efficiency, service excellence, and consultant productivity.
• Travel up to 40% annually based on business and customer needs.

Cross-functional collaboration & ecosystem leadership

• Drive collaboration with…