Service Delivery Leader
hace 6 meses
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.
Our vision is a world where each day is safer and more secure than the one before. 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.
FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback - it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.
**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.
We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details and things could change. but in general if a role is deemed office-based we want our teams to be together four days per week.
**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, optimisation, 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**:
**Your Experience**
- 8+ years of professional experience in a customer-facing role, working in service delivery
- 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 are considered a plus
- Demonstrated leadership and team building capabilities
- Strong written and verbal communication skill
- Excellent collaboration and execution in highly complex, matrix environments
- Bachelor’s degree or equivalent work experience or equivalent military experience required - Bachelor’s degree in Computer Science, Information Technology, En
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