Job Information
Palo Alto Networks Service Delivery Leader in Munich, Germany
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.
Our Approach to Work
We lead with flexibility and choice in all of our people programs. We have disrupted the traditional view that all employees have the same needs and wants. We offer personalization and offer our employees the opportunity to choose what works best for them as often as possible - from your wellbeing support to your growth and development, and beyond!
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!
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.
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
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, Engineering or related field is preferred
The Team
To stay ahead of the curve, it’s critical to know where the curve is. Our team is creating the curve for digital service experiences.
As the fastest growing cybersecurity company, we have a broad range of customers who expect the very best cybersecurity partner. Our customers expect their service to be as innovative and excellent as the rest of our products, which rounds out Palo Alto Networks’ mission. Within Global Customer Service, top talent provides consulting, professional, and technical services to drive customer outcomes. The Digital Customer Experience team seeks to deliver services through a fully-digitized and preferred journey.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com .
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship?: No. Please note that we will not sponsor applicants for work visas for this position.