Senior Manager, Service Management

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! 

At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision. 

Job Description

Your Career

Palo Alto Networks is looking for a highly motivated senior professional who is interested to play a key role in the development of a COE in India.

This person is responsible for setting up the extended team capabilities, ongoing monitoring of SLAs, and managerial activities. The Sr Manager will coordinate with various PANW teams within Santa Clara . Additionally, they will support Finance COE operations and oversee enablement teams as they are stood up (e.g., change, value/budgeting, transition, etc.) . This will be an individual contributor role. 

Your Impact

• Service Management 
  • Support Service Management Director in the design and build of the performance reporting for each process area in the COE 
  • Performs performance reporting and SLA tracking for the overall COE.
  • Supports HQ driven Relationship  Management needs including the development and execution of an engagement framework
  • Serves as point of contact for US stakeholders in concert with India hours 
• Transition Execution
  • Supports coordination for future transitions to the COE including identifying KT trainers, refining KT schedules, ensuring DTPs are documented, and general project management for HQ based activities
• Knowledge Management 
  • Support knowledge management by ensuring the process documentation is available for new services to the COE teams 

Qualifications

Your Experience

• MBA or similar Accounting / Finance degree (or equivalent experience or equivalent military experience required)
• 12+ overall years of experience with time within a US headquartered global Fortune 500 company, preferably within the high tech industry
• 7+ years of experience in a management role within a large scale shared services / COE / GBS / BPO environment
• Leadership experience with a strong in-depth understanding of the accounting processes - R2R, P2P, Revenue, FPA
• Advanced spreadsheet and presentation skill with experience of BI tools
• Excellent written and verbal communication skills with the ability to communicate effectively across all levels of the organization
• Real passion for continuous improvement of systems and processes

Additional Information

The Team

You have a passion for numbers; our organization has a real passion for cybersecurity. You’re looking for a career with a more fulfilling mission. We have open positions to top talent seeking a financial challenge. Our Finance department deals with numbers daily, supporting infrastructure, dealing in automation, and building elegant models and solutions to empower our business lines and solutions. If you’re seeking a financial challenge but with a worldwide impact, this is it.

You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and excitin