Service Delivery Manager

Palo Alto Networks™ is a revolutionary and dynamic company creating next generation network security products. If you are a motivated, intelligent, creative, and hardworking individual who wants to contribute and make a difference, this job is for you!

The Service Delivery Executive (SDE) is responsible for the delivery of Support and Service elements to their customer(s), ensuring we are aligned with the Customer’s expectations and security needs. The SDE works closely with the Account Leader and the Service Sales team, using the Customer Surround Architecture, to develop strategies for the service and support elements needed to ensure the customer’s security and ultimate success. Responsible for co-developing, documenting and implementing the Global Customer Services component(s) of the customer account plan, including a resourcing plan aligned to the financial performance goals.

In this role, you will lead a team consisting of both directly managed and/or assigned personnel supporting your assigned territory or customer. You will be responsible for overseeing the delivery of Palo Alto Networks sold services as well as working with client stakeholders to identify business requirements and assist in aligning our solutions to meet those requirements. You will provide leadership and management direction to the delivery team supporting your customer(s) and all ongoing engagements; ensuring employee growth, full utilization and meeting business goals. You will also work closely with sales to ensure high CSAT and build strong/trusted relationships with the customer(s) in your assigned area of responsibility to ensure customer success and referenceability.
 
Responsibilities:
⦁ Ensure all appropriate services are positioned and delivered to the customer to achieve both the financial targets (SA, revenue and P&L) and high levels of customer satisfaction through successful product deployment and network operations
⦁ Establish relationships with Palo Alto Networks product management & engineering teams to ensure alignment of customer requirements and product development
⦁ Create and maintain a program dashboard and provide weekly/monthly/quarterly status to all key stakeholders throughout the life of the engagement
⦁ Provide strategic direction and input to the technical development of the assigned team members to ensure they are able to successfully deploy services
⦁ Serve as single point of contact for service performance on all Palo Alto Networks products and projects across all aspects of services and support
⦁ Manage the daily activities of the team such as hiring, promotions, time off, expense reports, development growth, training, and disciplinary actions.
⦁ Interface with the partners to provide strategic direction and input to the development of their, teams, product offerings and overall technical development.
⦁ Interface with the Sales team to:
⦁ Ensure customer technical requirements are understood and clear to the team.
⦁ Drive new business by utilizing Professional Services capabilities and offerings.
⦁ Ensure all customer engagements are successful.
⦁ Provide status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.
⦁ Provide input to the technical development of the Professional Services product offerings.
⦁ 30+% travel is required.

Personal Attributes:
⦁ Excellent communication and reporting skills
⦁ Self-starter and self-motivated, willing to put in extra time
⦁ Clinical and attentive to detail
⦁ Solution driven; able to react quickly and resolve issues so that the workflow can continue
⦁ Must be able to perform under pressure
⦁ Must be able to persuade and influence others
⦁ Good relationship builder with strong diplomacy skills
⦁ Must aspire to a culture of service excellence

Experience:
⦁ CRM (workflow systems)
⦁ At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry
⦁ Account management experience advantageous
⦁ Proven track record of delivering projects within defined timelines under high pressure
⦁ Project & program management: able to manage complex projects including concurrent projects and big client specific programmes
⦁ Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
⦁ Must be able to partner with other DFA departments and contractors to achieve targets
⦁ Customer management: tactful, resolute and committed to providing excellent customer service
⦁ Ability to deliver technical presentations competently.
⦁ Must be able to interfaces with customer “executive” level management on a regular basis
⦁ Delivering results: ability to plan and organise self and work in order to achieve objectives and targets
⦁ Maintain in-depth knowledge of product offering

Qualifications:
Required:
⦁ 5+ years managing teams of 10+ technical security consultants.
⦁ 7+ years of building Internet security solutions at enterprise customers.
⦁ Strong technical knowledge of Internet security concepts and implementations/products.
⦁ Demonstrated leadership and team building capabilities.
⦁ Excellent written and verbal communication skills.
Desired:
⦁ Hands-on experience with the following technologies: Routing, Switching, VPNs, LANs, WANs, IPsec, and Encryption Technology.
⦁ Security certifications such as CISSP and or others.

Education:
⦁ Required: Undergraduate degree in a related field (EE, CE, IT, etc.)
⦁ Desired: Graduate degree (MBA or Master of Engineering).


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