Service Delivery Leader

Our Mission

At Palo Alto Networks were united by a shared missionto 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 youre ready to do the most meaningful work of your career alongside people who are just as passionate as you are youre 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!

Job Summary

The Service Delivery Leader is an expert-level high-visibility role within the GCS organisation. This position is responsible for the post-sales strategic orchestration and commercial expansion of our most complex large-scale accounts. The successful candidate will act as a Chief of Staff for service delivery ensuring that our technology creates measurable business value for the customer while driving proactive service monetisation for the business.

The primary focus of this role is the end-to-end strategic management of critical accounts. The SDL will serve as the operational anchor for these partnerships ensuring long-term stability and growth.

• Strategic Executive Alignment: Build and maintain high-impact relationships with C-suite and senior-level stakeholders (including CTOs CISOs and Department Heads). Act ingas a trusted advisor aligning our service delivery with the customers overarching business transformation goals.

• Commercial Growth & Opportunity Capture: Partner proactively with Sales to identify and execute strategic plays. Being instrumental in expanding the platform footprint and securing high-value opportunities by demonstrating the tangible ROI of our service delivery.

• Account Health & Value Realisation: Act as the primary bridge between the customers long-term vision and our technical service roadmap. By ensuring consistent value realisation and operational excellence the SDL will mitigate risk prevent churn and create a foundation for maximum footprint expansion.

Core Deliverables

• Executive Escalation Management: Serve as the autonomous point of contact for complex high-pressure escalations providing confident de-escalation and resolution at the executive level.

• Technical Roadmap Guidance: Translate complex business requirements into service delivery strategies confidently discussing technology roadmaps and platform evolution with technical leaders.

• Cross-Functional Partnership: Drive tight Sales-to-Service handoffs and navigate internal matrixed organisations to advocate for customer requirements and product enhancements.

Qualifications

Your Experience

• 8 years of professional experience in a customer-facing role managing high-touch high visibility post-sales engagements

• Strategic Leadership: Proven track record of managing enterprise-scale accounts

• Commercial Acumen: Demonstrated ability to identify commercial white space and partner with Sales to drive service revenue.

• Communication: Expert-level verbal and written communication skills with the ability to influence at the C-suite level.

• Operational Independence: Ability to work with minimal oversight in high-stakes environments where decision-making has significant revenue and reputational impact.

• Proven results working as a trusted advisor to drive business value for customers including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth

• Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations balancing customer expectations and negotiating successful resolutions

• Thrive in a matrixed team environment anchored by our values of Collaboration Disruption Execution Inclusion and Integrity

• Bonus - Client-focused program management

• Bonus - Skilled in customer success software (i.e. Gainsight Salesforce Smartsheet Clarizen Jira)

• Travel - Open to occasional travel according to the need for strategic customer engagement and on-sites - Potential for 10-15%

Our Commitment

Were trailblazers that dream big take risks and challenge cybersecuritys status quo. Its simple: we cant 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 .

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.