Service Delivery Leader

Our Mission

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

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

Role & Impact
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.

Key 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.

• 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: PMP certification is a plus. Proficiency in CRM and customer success tools (e.g., Gainsight, Salesforce, Jira) is highly valued.

• 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.