Director of Expert Services, Security and Risk

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee the execution of service delivery for Security and Risk clients throughout the US and Canada.

• Supervise senior-level technical consultants and Business Process Consultants.

• Implement strategic transformation initiatives and customer onboarding.

• Direct the programmatic deployment of AI-driven security and risk automation solutions alongside the Acceleration & Modernization team.

• Formulate and implement a business strategy for Security and Risk Services across the Americas.

• Propel the development and adoption of best practices, as well as the introduction of new products with Product Excellence.

• Lead regional sales strategies and meet or surpass service revenue objectives.

• Stay informed about security trends, regulatory updates, and new risk management opportunities.

• Cultivate executive relationships with CISOs, Chief Risk Officers, Chief Compliance Officers, CIOs, and leaders in business transformation.

• Set and maintain delivery quality standards from sales support through to hyper-care phases.

• Design security and risk transformation roadmaps and enhance risk management processes.

• Track delivery metrics and team performance to boost efficiency and consultant productivity.

• Promote collaboration across Product, Sales, Customer Excellence Group, Marketing, Training, Sales Enablement, and Partner organizations.

• Lead alignment efforts with technology and implementation partners.

• Mentor consultants and resources within the partner ecosystem.

• Represent ServiceNow in industry forums and regulatory organizations.

• Travel up to 40% annually based on business and client requirements.

⛳️ Requirements

• Over 12 years of leadership experience in Enterprise Security Services, Risk Management Consulting, Customer Success, and Governance Risk & Compliance.

• Extensive consulting expertise within global, enterprise-scale organizations.

• Proven experience in delivering solutions across security operations, risk management, and compliance areas at scale.

• Profound understanding of the security and risk management landscape, ServiceNow platform capabilities, industry competitors, trends, and regulatory standards.

• Experience in leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS security and risk management solutions.

• Demonstrated ability to manage complex customer engagements and strategic transformation projects.

• Proven track record of consulting, influencing, and establishing credibility with executive-level stakeholders.

• Exceptional people leadership capabilities, including coaching, mentoring, and talent development.

• Ability to lead and motivate both direct and matrixed teams.

• Commitment to customer success, delivery excellence, and ongoing improvement.

• Extensive experience in delivering customer success and services in the security and risk sector.

• ServiceNow security and risk management experience and certifications are highly preferred.

• Strong enthusiasm for technology and digital transformation.

• Ability to articulate complex security and risk management solutions to both technical and non-technical audiences.

• Excellent organizational, time management, written, verbal, and presentation skills.

• Experience in leading cross-functional teams across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations is a plus.

🏝️ Benefits

• Flexible or remote work options.

• Commitment to equal opportunity employment.

• Reasonable accommodation support during the application process.

• Consideration of qualified applicants with arrest or conviction records in compliance with legal requirements.