Global Service Delivery Leader - Central US - Remote

Palo Alto Networks
Pittsburgh PA / Remote
30+ days ago
Palo Alto Networks
Palo Alto Networks

Job Description

Company Description

Our Mission

At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Job Description

Your Career

The Services Delivery Leader (SDL) is responsible for the successful delivery of services to Palo Alto Networks customers across our Security Operating Platform.

The SDL works closely with the Account Team, Professional Services, Customer Success, and Services Sales teams to develop strategies for the delivery of our services to enable our customers to achieve their overall security objectives.

The SDL is tightly aligned with sales in developing, documenting and implementing the customer account plan, aligning with delivery capabilities and financial performance targets.

Your Impact

  • Be the primary point of contact for customers post-sales in leading the service delivery team to successfully deliver on customer commitments.

  • Develop an understanding of our customers' business challenges and their technical environment to provide technical information, guidance, and support.

  • Manage services delivery execution including guiding services team members, managing issue tracking, escalation management and reporting across all product technologies and business lines.

  • Interface at all levels of Palo Alto Networks and our customers teams, up to and including PANW & customer leadership.

  • Establish relationships with Palo Alto Networks Product Management and Engineering teams to ensure awareness of customer requirements and for the customer, visibility into PANW product roadmaps.

  • Support sales to position the right services resources to deliver successful onboarding, implementation, optimization, and ongoing support to our customers.

  • Provide weekly, monthly, and quarterly status throughout the life of the customer engagement.

  • Provide feedback to service team members on their technical development to ensure they are able to successfully deliver customer outcomes.

  • Interface with PANW’s service delivery partners to provide guidance to their services resources to deliver to PANW best practices.

  • Partner with the account team to document our customers’ technical requirements, challenges and priorities and communication to internal teams.

  • Identify opportunities for services delivery including professional services, support services, education, and partner services capabilities and offerings.

  • Understand your customer’s priorities in order to develop services execution plans that ensure every customer project and engagement delivers committed outcomes.
  • Provide working level and executive level reporting and status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations.

  • 20 to 30% travel is required.


Your Experience

  • 10+ years of professional experience in a customer-facing role, working in service delivery.

  • 3+ years leading teams of 5 or more technical professionals, engineers, consultants in a matrixed or direct reporting relationship.

  • 5+ years managing services and/or delivery projects. Proven track record of delivering projects within defined timelines under high pressure. Project management certifications such as PMP or others is a plus.

  • Strong technical knowledge of networking and/or security concepts and experience delivering technology solutions and products. Security certifications such as CISSP or others is a plus.

  • Demonstrated leadership and team building capabilities.

  • Strong written and verbal communication skills.

  • Undergraduate degree in a related field (EE, CE, IT, Business) is required. Graduate degree (MBA or Masters of Engineering) is a plus.

  • Key competencies:

    • Customer Focused: tactful, resolute and committed to providing excellent customer service.

    • Relationship building: experience partnering with colleagues in other departments, service delivery partners and contractors to achieve targets.

    • Communication Skills: Able to deliver technical presentations competently. Demonstrated the ability to interface with customer management on a regular basis.

    • Delivering results: able to plan and organize self and work in order to achieve objectives and targets.

    • Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.

    • Technical: Maintain in-depth knowledge of product offerings.

    • Tools: Experience working with Customer Relationship Management workflow systems.

Additional Information

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.


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