Director, GSOC Operations, Travel Risk & Access Management

Organization and Team

The Global Safety & Security (GSS) organization protects ServiceNows 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.

Bachelors 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 $184000 - $253100 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 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 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. 

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Remote Work :

No

Employment Type :

Full-time