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Service Delivery Director

hace 2 meses

Xico, México Palo Alto Networks A tiempo completo
About the Role

The Service Delivery Leader is a critical position at Palo Alto Networks, responsible for ensuring the successful delivery of services to our customers across our Security Operating Platform.

This role requires a strong understanding of our customers' business challenges and technical environments, as well as the ability to develop and implement strategies for delivering our services to meet their security objectives.

The Service Delivery Leader will work closely with the Account Team, Professional Services, Customer Success, and Services Sales teams to develop and execute customer account plans, aligning with delivery capabilities and financial performance targets.

Key Responsibilities
  • Be the primary point of contact for customers post-sales, leading the service delivery team to successfully deliver on customer commitments.
  • Develop an understanding of our customers' business challenges and technical environments 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 and 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 communicate 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.
Requirements
  • 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 skills.
  • 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, Engineering or related field is preferred.