Director, GSOC Operations, Travel Risk & Access Management, Santa Clara

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

Organization and Team

The Global Safety & Security (GSS) organization protects ServiceNow's people, assets, and brand globally. The Global Security Operations Center (GSOC) is the mission-critical hub delivering 24/7 monitoring, detection, and coordinated response to physical security events across the company. As a core pillar of GSS Global Operations, we are seeking a Director, GSOC Operations, Travel Risk & Access Management to lead and mature our global watch-floor operations and expand our capability into integrated travel risk monitoring and access identity management.

The Role

Reporting to the Senior Director, Global Security Operations, you will lead day-to-day GSOC operations across U.S. and international locations, with expanded ownership of Travel Risk Management and Badging/Access Identity Management. You will own the 24/7 operating model — staffing, schedules, standards, and multi-domain response capability — and ensure consistent, high-quality monitoring, real-time threat response, and coordinated emergency notification. You will operate in close partnership with Global Investigations, Protection Services, Travel, Business Continuity Management, Facilities, and field operations to transform information into timely, coordinated, enterprise-wide action.

What You Get to Do in This Role

· 24/7 GSOC Operations Leadership

· Lead round-the-clock watch-floor operations across U.S. and international locations, owning the operating model, shift schedules, staffing model, and shift leadership development.

· Establish and maintain watch-floor standards, KPIs, and escalation procedures to ensure consistent, high-quality monitoring and incident response across all sites.

· Manage staffing across GSOC functions to optimize coverage, surge capacity, and the case for dedicated regional capability (e.g., APAC GSOC expansion).

· Physical Security Monitoring & Response

· Own real-time monitoring, detection, and proactive response to physical security events, ensuring 24/7 employee support for incident reporting and security concerns.

· Lead alarm response and investigation coordination across facilities to ensure timely threat mitigation and root-cause resolution.

· Coordinate emergency response and critical incident notification protocols to protect employee safety and enable business continuity.

· Travel Risk Management & Monitoring

· Direct employee travel safety operations, including pre-travel risk assessment, location-based monitoring, and real-time security advisories in partnership with the Travel and Health & Safety teams.

· Establish and maintain travel risk intelligence feeds, escalation protocols, and traveler support procedures for high-risk regions and dynamic security situations.

· Manage travel incident response workflows, including traveler extraction support, embassy coordination, and family/leadership notification during critical events.

· Badging & Access Identity Management

· Oversee badging and physical access control operations, ensuring credential lifecycle management, real-time access monitoring, and compliance with security policies across all facilities.

· Establish badging standards, audit procedures, and emergency access controls (lockdowns, badge suspension, site-wide access revocation) to mitigate facility security risks.

· Lead access management coordination during security incidents, ensuring rapid response to unauthorized access, badge compromise, or suspicious access patterns.

· Threat Intelligence & Analysis

· Continuously monitor global events and security feeds to assess operational risk and personnel safety implications, in close coordination with Global Investigations' intelligence capability.

· Synthesize real-time intelligence from physical monitoring, access patterns, travel data, and external feeds into actionable threat assessments and leadership briefings.

· Drive proactive security posture by identifying trends, emerging threats, and opportunities for operational hardening.

· Standards, Playbooks & Continuous Improvement

· Develop, rehearse, and maintain GSOC standard operating procedures, incident playbooks, and escalation decision-trees across physical security, travel risk, and access management domains.

· Lead after-action reviews and root-cause analysis following security events to identify process improvements and drive quality across all operations.

· Establish and monitor KPIs for response time, incident resolution, traveler support, and access control effectiveness.

· Resourcing & Vendor Management

· Shape the GSOC staffing model, including FTE vs. contract/vendor staff mix, and build the business case for regional expansion (APAC coverage, regional watch floors).

· Manage vendor relationships and performance standards for monitoring services, guard-force coordination, and access control systems, including SLAs and KPI reporting.

· Own the GSOC operating budget, forecasting, and cost optimization while maintaining service levels.

· 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 to enhance detection, reduce alert fatigue, and improve analyst productivity.

· Provide requirements feedback to ensure technology roadmap aligns with GSOC operational needs.

· Cross-Functional Coordination & Reporting

· Maintain strong coordination with Event Security, Executive Protection, Business Continuity Management, Travel, and Physical Security Operations to ensure integrated, enterprise-wide response capability.

· Collect, analyze, and disseminate operational information in a timely manner, and deliver regular GSOC performance reports, incident trend analysis, and leadership briefings.

· Serve as escalation point and senior operational authority for all GSOC incidents, travel security events, and access control emergencies.

Qualifications

· 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 & Skills

· 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 our security solutions, ITSM, or business applications.

· Experience managing international operations, multi-site coordination, or distributed security teams across time zones.

Leadership Qualities

· Thinks Strategically

· Maintains a comprehensive view of the company, its customers, and shared interests; translates that perspective into clear operational vision and enterprise-wide security strategy.

· Makes Smart Decisions

· Analyzes and synthesizes broad, cross-functional information to reach sound judgments under uncertainty, with company-wide operational and safety impact.

· Collaborates & Communicates

· Works effectively with dynamic professionals across security, travel, facilities, and business teams; communicates with clarity in 1:1 settings, team meetings, and executive briefings.

· Drives Results

· Works independently and collaboratively to attack problems, analyze root cause, and implement changes that deliver resilient, responsive security services exceeding stakeholder expectations.

· Operates with Ownership & Accountability

· Takes end-to-end ownership of GSOC operations and travel/access security; maintains transparency with leadership and cross-functional partners on risks, incidents, and performance.

For positions in this location, we offer a base pay of $184,000 - $253,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.