Service Delivery Leader

**Company Description** Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.
Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

**Who We Are**

We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.

As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few
**Job Description** Your Career**

As a Service Delivery Leader, you will be the Voice of the Customer, managing the services engagement for our most strategic customers. In this role, you will be the post-sale services leader and point of contact for your customer - leading the services engagement to deliver value - driving adoption and consumption across the Palo Alto Networks’ Security platform.

**Your Impact**
- Account Management
- Account ownership and relationship management for Palo Alto Networks’ largest customers
- Primary services point of contact for the services life-cycle from contract award, customer deployment, adoption, consumption and support
- Engage across the customer organization from end user to operations and the C-suite
- Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals
- Engage with our Professional Services team who deliver outcome-based scopes of work from implementation, configuration and operation
- Engage and advocate for your customer across the Palo Alto Networks teams including Product Management, Engineering and Support
- Delivery Execution & Technical Delivery
- Maintain the executive relationships and act as an escalation point within the engagement ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success
- Deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
- Accelerate customer adoption working with the customer to determine success criteria and then leading the services team to execute the success strategies, supporting customers in consuming product capabilities confidently from on-boarding, adoption and consumption across a portfolio of Palo Alto Networks cyber security products
- Proactively mitigate and manage critical escalations and at-risk accounts - communicate effectively and appropriately with internal and external leaders and executives
- Track and report on customer success metrics including net promoter score, customer satisfaction, service level agreements, and value realization
- Opportunity Management
- Understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit your customer

**Qualifications** Your Experience**
- 10+ years of professional experience in a customer-facing role, managing high-touch, high-visibility services engagements
- A successful track record of working effectively in a highly matrixed and fast-growing organization
- Experience leading teams to deliver large technology programs to strategic customers with experience in delivering in 2+ of the following areas
- Network Security
- Cloud Security
- Product Development
- Security Operations
- Experience managing services and/or delivery projects - Proven track record of delivering projects within defined timelines under high pressure - Project management certifications such as PMP or others is a plus
- Experience driving business value for customers interacting with C-level executives, collaborating with technical leaders and engineering/networking teams
- Proven ability to build strong working relationships across multiple functions; adept at mediating conflict and fostering healthy dialogue
- Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
- Proven