Skip to main content
Global Customer Support – Mast@2X

Service Delivery Leader

Description

Recruiter: Christian Shields

Hiring Manager: Kristyn Garza

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.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

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 leads services teams to deliver an unparalleled customer experience enabling customers to achieve their security objectives and recognize the value of their investment in Palo Alto Networks. The SDL is tightly aligned with Sales in developing and implementing the customer account plan, aligning customer satisfaction, service 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

  • Ensure all appropriate resources and services are positioned to deliver successful architecture, onboarding, implementation, optimization, and ongoing support to our customers

  • Manage the services delivery execution including planning, issue tracking, resolution, escalation and reporting across all product technologies and business lines

  • Partner with the account team to capture and clearly articulate to our customers challenges and priorities to internal cross functional teams

  • Proven track record of managing customer relationships, balancing customer expectations and negotiating successful resolution to issues and escalations

  • Establish relationships with Palo Alto Networks Product Management and Engineering teams to ensure alignment of customer requirements and product roadmaps

  • Provide weekly, monthly, and quarterly status to all key stakeholders throughout the life of the engagement

  • Capture customer requirements and priorities in order to develop execution plans that ensure every customer project and engagement is successful

  • Provide working level and executive level reporting and status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.

  • Interface with services partners to provide delivery direction and input to the development of their teams

  • Interview service professionals

  • Up to 20% travel

Your Experience

  • 6+ years of professional experience in a customer-facing role, managing high-visibility service engagements

  • 3+ years of experience managing projects with a proven track record delivering on time under pressure - Helpful to have Project Management Certification such as Project Management Professional (PMP)

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

  • Experience delivering projects to help improve a customer’s Security Operations Center (SOC) - Working as a SOC analyst or manager; experience working with Incident Response products, tools and workflows

  • Experience organizing the work of others, presenting plans to teams and delivering project outcomes within defined timelines

  • History of building trusting relationships with customers, sales, and services teams

  • Able to use initiative to make quick decisions to resolve problems and overcome obstacles which may impact customer satisfaction

  • Tactful, resolute and committed to providing excellent customer service

  • Possesses an understanding of or aptitude to learn Cybersecurity, our product portfolio and customer’s security roadmap, environment, challenges and priorities 

  • Ability to deliver technical presentations confidently

  • Able to plan and organise self and work in order to achieve objectives and targets

  • Experience working with Customer Relationship Management systems

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.

Palo Alto Networks is evolving and changing the nature of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, 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 accommodations@paloaltonetworks.com.

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.


Life at Palo Alto Careers

Stay in Touch

Join our talent community to be alerted about new opportunities that match your skills and interests. Creating a profile is quick and easy for our Talent Acquisition team to keep in touch with you.

Join Our Talent Community