Service Delivery Manager

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 security objectives and business outcomes.

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

● Manage all aspects of services delivery execution including program status, risk management, and reporting across all product technologies and business lines.

● Provide direction and feedback to the teams to ensure they are able to successfully deliver committed service outcomes.

● Interface at all levels of Palo Alto Networks and our customer's organization, up to and including C level executives.

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

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

● Create and maintain a program dashboard and provide weekly, monthly, and quarterly status to all key stakeholders throughout the life of the engagement.

● Interface with Palo Alto Networks & Customer delivery partners to ensure the service delivery is successful and outcomes delivered.

● Help drive new business opportunities by utilizing Professional Services, support services, education, and partner services capabilities and offerings.

● Provide working level and executive-level reporting and status to the Customer, and all internal stakeholders including Sales, Services, and Leadership on all major activities, risks, and successes.

● Some travel is required, normally 1 trip a quarter.

Qualifications

● Project management and/or service delivery experience managing customer-facing, high-visibility, complex programs including oversight of concurrent projects.

● Able to plan and organize work in order to achieve objectives and targets delivering within defined timelines.

● Proven success working effectively cross-functionally, partnering with other departments, partners and contractors to achieve targets.

● Able to take the initiative to make timely decisions resolve problems and overcome obstacles to meet customer expectations.

● Excellent written communication skills.

● Able to deliver technical presentations competently.

● Must be able to interface with customer leadership, including C-level executives.

● Maintain in-depth knowledge of product and services portfolio.

● Demonstrated leadership and team-building capabilities.

● Excellent written and verbal communication skills.

● Customer-facing, service delivery experience.

● Technical aptitude, experience managing technical projects, technology solutions and products.

● Project management certifications such as PMP preferred

Additional Information

Our professional services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn’t stop once they sign – it evolves.

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.