Sr. Manager, Support Delivery Partners

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.

FLEXWORK is an employee-centric reimagining of how we work. We built FLEXWORK based on employee feedback – it is about flexibility, trust, and choice whenever possible. It’s been a journey of disruption that has yielded the best of our values. We offer as much flexibility as possible, and choices that enable you to be most productive, including benefits that meet your needs and learning opportunities that you feel passionate about.

Our Approach to Work

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work from the office three days per week, leaving two days for choice and flexibility to work where you feel most effective. This setup fosters casual conversations, problem-solving, and trusted relationships. While details may evolve, our goal is to create an environment where innovation thrives, with office-based teams coming together three days a week to collaborate and thrive, together!

Job Description

Your Career

Palo Alto Networks’ Manager, Support Delivery Partners will help drive the ongoing management and strategy execution for Palo Alto Networks’ Support Delivery Partners.  The successful candidate will lead our Support Delivery Partner focused on providing the highest level of services to our customers. This leader must have a passion for execution, and thrive in a fast-paced and dynamic environment. You must be able to observe and measure program success and continue to evolve and drive scalable long-term success for industry-leading customer experience. Flexibility, creative problem-solving, a maniacal focus on Customer Satisfaction, and enabling our partners to be successful while demonstrating the ability to interact with different levels of management and people with different personality styles are necessary.

Your Impact

• Own the relationship with our Support Delivery Partner teams covering US hours, driving outcomes as required by Global Customer Support Delivery
• Manage the day-to-day operations of our partners, specifically focused on Customer Satisfaction and goal attainment
• Must be comfortable leading informally across the organization to challenge the status quo and develop better ways to support customers
• Strategically guide delivery partner programs to meet changing business requirements
• Develop and implement innovative enablement strategies to ensure consistently excellent customer interactions
• Develop, communicate, and manage partner performance plans and departmental objectives
• Analyze metrics to identify opportunities for improvement with respect to Service delivery, staffing, etc.
• Communicate effectively with partners, stakeholders, and colleagues to identify needs, evaluate alternative design solutions, and measure success
• Resolve issues in creative ways, and exercise judgment in selecting methods and techniques to obtain solutions
• Identifies and recommends best practices in the areas of vendor management, vendor selection, and engagement

Qualifications

Your Impact

• At least 5 years of experience successfully managing highly functioning outsource vendor relationships or technical support teams
• Ability to work effectively with cross-functional teams including technical, managerial, and leadership teams
• Experience with Contact Center Management, particularly within Enterprise accounts
• Strong program management experience
• Domain knowledge of Computer Networking and Cybersecurity is a strong plus
• Proactively seeks feedback and input - actively listens to others
• Knowledge of the outsourcing industry, providers, location benefits, and capabilities
• Providing excellent customer service to both internal and external customers
• Excellent interpersonal and communication skills
• Strong strategic thinking, business analysis, problem-solving, team leadership, collaboration, presentation, and communications skills
• Ability to work effectively in an unstructured environment and manage complex cross-organization projects where success is predicated on influencing team members without having direct authority over them
• Ability to succeed in situations with a high degree of ambiguity
• Strong verbal and written