Director, GSOC Operations, Travel Risk & Access Management

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.

Department: Human Resources
Function: Finance
Experience Level: Not Applicable