Service Delivery Leader
About The Position
The Service Delivery Leader (SDL) serves as the primary "Voice of the Customer" for Palo Alto Networks' most strategic, large-scale global accounts. In this remote-friendly role, the SDL acts as the post-sale services lead, driving the adoption and consumption of the security platform to ensure customers realize maximum value from their investment. This role bridges the gap between technical execution and executive strategy, partnering with C-suite leaders and internal cross-functional teams to protect the digital way of life. The SDL is a high-impact leadership position focused on managing the entire services lifecycle—from contract award through deployment and ongoing support. This resource will lead a diverse team of services professionals and product experts across NextGen Firewall, Access, Cloud, and Cortex Security Automation platforms.
Requirements
- At least 7+ years in high-touch, customer-facing service engagement management.
- Proven experience delivering large technology programs in at least two areas: Network Security, Cloud Security, Product Development, or Security Operations.
- A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue.
- Exceptional communication skills with the ability to deliver technical presentations to customer management.
- PMP certification is a plus.
- Proficiency in CRM and customer success tools (e.g., Gainsight, Salesforce, Jira) is highly valued.
Nice To Haves
- 10+ years in high-touch, customer-facing service engagement management.
- Proven expertise in proactively mitigating critical escalations and managing "at-risk" accounts through complex negotiation and successful resolution.
- Extensive experience in client-focused program management, specifically overseeing the end-to-end services lifecycle from contract award through full-scale global deployment.
- Deep, in-depth knowledge of advanced security product offerings, including NextGen Firewall, Cloud Security (Prisma), and Security Automation (Cortex).
- A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue with delivery examples.
- Exceptional communication skills with the ability to deliver technical presentations to customer management.
- High proficiency with industry-leading customer success and workflow platforms, specifically Gainsight, Salesforce, Smartsheet, Clarizen, Confluence and Jira.
- Experience in establishing and tracking advanced Value Realization frameworks and Net Promoter Scores (NPS) to quantify the impact of service delivery.
Responsibilities
- Take full ownership of relationships within the customer organization, ranging from technical end-users to the C-suite (CISO, CIO, CTO).
- Collaborate with Sales teams to develop success plans, monitor account health, and identify opportunities for renewals or expansion.
- Act as a critical escalation point, providing proactive advice to ensure stakeholder alignment and high client satisfaction (CSAT).
- Measure and report on essential success metrics, including Net Promoter Scores (NPS), SLAs, and value realization.
- Support pre-sales activities by acting as a delivery expert to translate complex business requirements into actionable service capabilities.
Benefits
- The offered compensation may also include restricted stock units and a bonus.
- A description of our employee benefits may be found here.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
