Global Service Delivery Leader - Central US - Remote

Job Description

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.

• 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.

Qualifications

• 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

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