Security Incident Communications Manager

ServiceNow; Town of Florida (NY); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading technology company is searching for a full-time Security Incident Communications Manager to lead communications during security incidents. This role involves coordinating with legal, PR, and executive teams to ensure timely and accurate messaging, maintaining compliance with regulations. The ideal candidate will have significant experience in crisis communications and a minimum of 8 years in related fields, demonstrating strong organizational and communication skills.

Qualifications

• Minimum of 8 years of related experience.
• Experience in crisis or incident communication.
• Proven track record in executing communication strategies.

Responsibilities

• Develop and maintain comprehensive communication playbooks.
• Partner with incident response team to assess situations.
• Manage messaging for internal and external stakeholders.
• Ensure compliance with regulatory communication standards.

Skills

Crisis communications

Organizational Skills

Clear Communication

AI integration

Education

Master’s degree

PhD

Job description

Security Incident Communications Manager

This role is for a full-time Security Incident Communications Manager with the following details: Employee Type - Regular, Region - AMS - North America and Canada, Work Persona - Flexible or Remote.

The ServiceNow Security Organization (SSO) delivers world-class, innovative security solutions to reduce risk and protect the company and our customers. We enable our customers to migrate their most sensitive data and workloads to the cloud, accelerating our business so that we are the most trusted SaaS provider.

Role Overview

The Security Incident Communications Manager is responsible for leading clear, timely, and accurate communications during high-pressure security incidents—helping protect ServiceNow’s reputation, meet regulatory requirements, and keep stakeholders informed. This role bridges security, legal, PR, and executive teams to craft incident-specific communication strategies, ensuring alignment, compliance, and a consistent voice across all audiences.

Key Responsibilities

• Develop & Maintain Communication Plans: Create and regularly update comprehensive communication playbooks for various security incident types.
• Coordinate with Incident Response: Partner closely with the incident response team to quickly gather facts, assess the situation, and determine the most effective communication approach.
• Manage Stakeholder Messaging: Share clear updates on incident status, potential risks, and recommended actions with internal employees, external customers, and public relations teams.
• Ensure Regulatory Compliance: Collaborate with the Security Legal team to ensure all communications align with GDPR, CCPA, and other relevant regulations.
• Document & Report: Maintain thorough records of all incident communication activities, including timelines, messages, approvals, and stakeholder feedback.
• Post-Incident Improvement: Lead after-action reviews to evaluate communication effectiveness and identify opportunities to refine playbooks and processes.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Strong Organizational Skills: Proven ability to plan, organize, and execute complex communication plans under tight deadlines.
• Exceptional Communication Skills: Mastery in writing and verbal delivery, with the ability to distill complex, technical situations into clear, concise, audience-appropriate messaging.

Qualifications

• Typically requires a minimum of 8 years of related experience; a Master’s degree with 6 years; or a PhD with 3 years of experience in communications, including crisis communications and/or incident communications in a global, matrixed organization, or similar experience mixed with education.
• Proven track record of developing and executing communication strategies for security incidents or other corporate crises.
• Highly organized, self-motivated, and able to work independently while managing multiple priorities.
• Flexible, collaborative, and comfortable in a fast-paced environment.

We approach our distributed world of work with flexibility and trust. 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.

ServiceNow is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.

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 [e-mail] for assistance.