Senior Director, Technical Services (NAM)

Your Career

As the Technical Services Senior Director for North America youll lead the organization responsible for guiding customers through the post-sale customer lifecycle from value realization thru renewal. This role sits at the center of our largest region guiding Professional Services and Customer Success teams through deployment adoption escalation management value realization and expansion.  

Youll partner closely with Regional Leaders Support Product Engineering and Sales to create a unified customer experience and drive alignment across teams. Your insights from NAMs fast-paced customer base will shape delivery innovation influence product direction and help refine how we integrate automation and AI into our global services model.

This is a role for a leader who brings clarity to complexity elevates teams and navigates change with confidence. Youll set the tone for delivery excellence across the region while contributing directly to global strategy.

Your Impact

Leadership & Customer Strategy

• Lead all Technical Services delivery across NAM ensuring consistent high-quality execution
• Align with GCS Sales Product Engineering and Partner teams to drive customer and business outcomes
• Support Area Leaders in CIO/CISO-level engagements value reviews and high-visibility escalations
• Represent NAM in global forums advocating for customer insights and regional needs

People & Team Development

• Build develop and mentor a high-performing technical organization
• Create a culture grounded in accountability continuous learning and operational excellence
• Coach teams through complex customer situations rapid change and new delivery models
• Foster a culture of people performance management and accountability 

Operational & Business Outcomes

• Maintain strong utilization backlog health and delivery predictability
• Optimize resource mix across FTEs and contractors to maximize agility and cost efficiency
• Reduce Time to Value and Time to Deploy by strengthening deployment and adoption practices
• Contribute to service sales growth through scalable outcome-driven offerings
• Sustain strong relationships with subcontractors and partners to support delivery at scale
• Meet global margin targets through efficient high-quality execution

Innovation & Delivery Excellence

• Advance automation and AI across Cloud & Cortex professional services and customer success engineering to improve scale and consistency
• Standardize delivery practices proactively identify risks and drive data-backed decisions across areas to improve service health
• Ensure effective execution of global and theatre-level programs adapting them for NAM where needed

Qualifications :

Your Experience 

• 10 years in technical services professional services customer success support or similar roles in a high-growth SaaS/cloud environment
• 5 years leading regional or multi-regional teams with direct and matrixed reporting lines
• Strong track record of delivering against KPIs including deployment speed adoption margin utilization and CSAT
• Deep familiarity with Cloud Endpoint SOAR SIEM and SOC environments; experience with industry leading security  platforms strongly preferred
• Experience supporting cyber security programs for large US Federal Government customers
• Experience with supporting operational security requirements or enterprise governance risk and compliance initiatives
• Experience engaging with and presenting to executive stakeholders across Product Management Services Product Management Sales and PS/CS organizations
• Experience leading large scale teams exceeding 100 FTEs and Contractor staff
• Strong communicator who can influence across technical and non-technical teams
• Skilled at building trust developing talent and guiding teams through ambiguity
• Balanced thoughtful decision-maker in escalation and complex customer situations
• Highly collaborative with a track record of driving alignment and continuous improvement
• Industry recognized security credentials e.g. CISSP CRISC
• Bachelors degree required; Masters/MBA preferred; equivalent military experience considered
• Willingness to travel 2030% within NAM and occasionally globally

Additional Information :

The Team

Our Professional Services team is critical to our success and mission. As part of this team you enable customer success by providing support to clients post-sale. Our dedication to our customers doesnt stop once they sign it evolves.

As threats and technology evolve we stay in step to accomplish our mission. Youll be involved in implementing new products transitioning from old products to new and fixing integrations and critical issues as they are raised. But you wont wait for them to be raised youll seek them out too. We fix and identify technical problems with a pointed focus of providing the best customer support in the industry.

Compensation Disclosure

The compensation offered for this position will depend on qualifications experience and work location. For candidates who receive an offer at the posted level the starting base salary (for non-sales roles) or base salary commission target (for sales/commissioned roles) is expected to be between $00/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

Were problem solvers that 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.

Remote Work :

Yes

Employment Type :

Full-time