Service Delivery Leader - Remote

Overview

The Service Delivery Leader will manage the services engagement for Palo Alto Networks’ most strategic customers, acting as the Voice of the Customer and leading the post-sale services.

In Short

• Account ownership and relationship management for large customers.
• Primary point of contact for services life-cycle from contract award to support.
• Engagement with customer organizations from end users to C-suite.
• Collaboration with Sales teams to develop success plans and ensure renewals.
• Delivery of high client satisfaction and management of escalations.
• Tracking customer success metrics and reporting.
• Engagement in pre-sales activities as a delivery expert.
• Understanding customer business requirements and translating them into service delivery.
• Maintain executive relationships and ensure stakeholder alignment.
• Open to occasional travel for customer engagement.

Requirements

• 7+ years in a customer-facing role managing high-visibility services engagements.
• Experience leading teams to deliver technology programs.
• Expertise in Network Security, Cloud Security, or Security Operations.
• Project management experience with a proven track record.
• Ability to interact with C-level executives and technical leaders.
• Experience in managing customer escalations and negotiations.
• Strong relationship building and communication skills.
• Proven ability to develop customer relationships and understand their businesses.
• Bonus: Experience with customer success tools like Gainsight or Salesforce.
• Willingness to travel up to 10-15% as needed.

Benefits

• Flexible benefits program tailored to employee needs.
• Mental and financial health resources.
• Personalized learning opportunities.
• Diversity and inclusion initiatives.
• Commitment to reasonable accommodations for disabilities.