Technical Services Delivery Manager, Customer Success
About The Position
The Technical Services Delivery Manager oversees a team of 10–15 or more technical Professional Services Consultants and subcontractors delivering deployment, upgrade, and strategic security engagements across the Palo Alto Networks Cortex product suite. The role is remote and involves collaboration across geographies and close engagement with customers. The manager is responsible for people leadership and operational delivery, including hiring, career development, capacity scheduling, performance management, and promotions. The role also drives business growth through pre-sales activities, Level of Effort (LOE) estimates, and Statements of Work (SOWs), while maintaining project milestones, revenue targets, billable utilization, and customer satisfaction. The position oversees engagements involving SOC operations, endpoint protection, threat mitigation, cloud posture, runtime, AppSec, and automation. It includes building strategic customer relationships, handling complex technical and operational escalations, managing third-party partners and contractors, working with the PMO on project planning, operationalizing new service offerings, and developing internal technical training content. Travel of up to 20% across North America is required.
Requirements
- At least 2 years managing teams of 10 or more technical resources.
- At least 5 years delivering or supporting enterprise cybersecurity solutions.
- In-depth knowledge of SOC environments, Incident Response practices, Critical Security Controls, security engineering, SOAR operations, endpoint protection, and threat mitigation.
- Practical knowledge of AWS, Azure, or GCP; containerization; orchestration; AppSec; and CI/CD DevOps workflows.
- Base knowledge of the Palo Alto Networks Cortex product suite.
- Proficiency with Salesforce (SFDC), Clarizen, and G-Suite.
- Ability to travel up to 20% across North America.
- Undergraduate or Master’s degree.
Nice To Haves
- A degree in Computer Engineering, an MBA, or a related technical field.
- CISSP, PMP, CCSP, or CISM certification.
Responsibilities
- Lead daily activities for 10–15 or more multidisciplinary consultants, including hiring, career development, capacity scheduling, performance management, and promotions.
- Oversee end-to-end service execution across SOC operations, endpoint protection, threat mitigation, cloud posture, runtime, AppSec, and automation workstreams.
- Partner with Sales and Account teams to scope engagements, generate Statements of Work, estimate Levels of Effort, and pitch specialized consulting and automation packages.
- Maintain project milestones, revenue targets, billable utilization, and high customer satisfaction.
- Build strategic customer relationships and serve as the primary escalation point for complex technical or operational issues.
- Manage project timelines and safeguard engagement delivery.
- Onboard, train, and manage third-party partners and contractors while enforcing internal quality standards.
- Partner with the PMO on project planning.
- Contribute to operationalizing new service offerings and expanding technical training content for internal teams.
Benefits
- Compensation may include restricted stock units and a bonus.
- Employee benefits are referenced, but specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
