Service Delivery Leader

Palo Alto Networks

1d • Remote

About The Position

At Palo Alto Networks®, the mission is to protect our digital way of life by innovating and solving real-world problems with cutting-edge technology. The company values Disruption, Collaboration, Execution, Integrity, and Inclusion, and integrates AI into its operations. This role is remote-friendly, with hybrid teams collaborating across geographies. The culture emphasizes trust, accountability, and shared success. The Service Delivery Leader (SDL) acts as the primary "Voice of the Customer" for Palo Alto Networks' most strategic, large-scale global accounts. This remote-friendly position serves as the post-sale services lead, driving the adoption and consumption of the security platform to ensure customers realize maximum value. The SDL bridges technical execution and executive strategy, partnering with C-suite leaders and internal cross-functional teams. This high-impact leadership position manages the entire services lifecycle, from contract award through deployment and ongoing support, leading a diverse team of services professionals and product experts across NextGen Firewall, Access, Cloud, and Cortex Security Automation platforms.

Requirements

• Professional Background: At least 7+ years in high-touch, customer-facing service engagement management.
• Technical Domain Expertise: Proven experience delivering large technology programs in at least two areas: Network Security, Cloud Security, Product Development, or Security Operations.
• Leadership Skills: A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue.
• Soft Skills: Exceptional communication skills with the ability to deliver technical presentations to customer management.
• Certifications & Tools: Proficiency in CRM and customer success tools (e.g., Gainsight, Salesforce, Jira) is highly valued.

Nice To Haves

• PMP certification is a plus.
• Professional Background: 10+ years in high-touch, customer-facing service engagement management.
• Strategic Escalation Handling: Proven expertise in proactively mitigating critical escalations and managing "at-risk" accounts through complex negotiation and successful resolution.
• Specialized Program Management: Extensive experience in client-focused program management, specifically overseeing the end-to-end services lifecycle from contract award through full-scale global deployment.
• Cybersecurity Platform Depth: Deep, in-depth knowledge of advanced security product offerings, including NextGen Firewall, Cloud Security (Prisma), and Security Automation (Cortex).
• Leadership Skills: A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue with delivery examples.
• Soft Skills: Exceptional communication skills with the ability to deliver technical presentations to customer management.
• Technical Tool Mastery: High proficiency with industry-leading customer success and workflow platforms, specifically Gainsight, Salesforce, Smartsheet, Clarizen, Confluence and Jira.
• Metric-Driven Success: Experience in establishing and tracking advanced Value Realization frameworks and Net Promoter Scores (NPS) to quantify the impact of service delivery.

Responsibilities

• Account Management: Take full ownership of relationships within the customer organization, ranging from technical end-users to the C-suite (CISO, CIO, CTO).
• Strategic Partnership: Collaborate with Sales teams to develop success plans, monitor account health, and identify opportunities for renewals or expansion.
• Delivery Execution: Act as a critical escalation point, providing proactive advice to ensure stakeholder alignment and high client satisfaction (CSAT).
• Performance Tracking: Measure and report on essential success metrics, including Net Promoter Scores (NPS), SLAs, and value realization.
• Opportunity Management: Support pre-sales activities by acting as a delivery expert to translate complex business requirements into actionable service capabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed