Service Delivery Director

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.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish – but we’re not here for easy. We’re here for better. 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.

We’re changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks.  And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

Job Description

The Service Delivery Director will lead a global team of experienced services leaders who lead teams who are delivering services across the Palo Alto Networks security platform.  These teams are focused on delivering outcome-based, transformation engagements to our largest, most strategic customers.  You will collaborate with Account Teams to create a long-term strategy for penetration into customer accounts and to build a delivery strategy which ensures our service teams successfully deliver cybersecurity outcomes and that our customers derive value from their investment in Palo Alto Networks’ platform.  

The Director will provide leadership, guidance, motivation and inspiration to the team so that Services Leaders and the teams they lead have an impact on our customers; consumption to more quickly realize the value of their security investment and earn our position as our customers’ Trusted Advisor, instilling confidence and inspiring loyalty.  

Your Impact

• Leadership: Manage the delivery of a global service team delivering complex, multi-product services engagements. 
• People Management:  Set annual performance objectives for the team, ensure performance management processes are adhered to; provide continuous feedback to managers and individual contributors. 
• Thought Leadership: Able to inspire the team to act as their customers’ trusted advisor.   Coaching the SDLs to provide contract governance and risk management.  Lead the team in achieving Key Performance Indicators such as CSAT, employee attrition and services attach. 
• Build and Scale the Team:  Interview, hire, train and onboard service delivery leaders consistent with our corporate values, recruiting processes and policy. 
• Building Strategy: Establish the services delivery strategy, partnering with the account team on the adoption process where services can help.
• Strategic Thinking: Responsible for understanding our strategic client business strategy, drivers, security goals and initiatives and translating these into Palo Alto Networks service delivery plans and services opportunities. 
• Results Leadership - Successfully driving the team to deliver FY22 goals and objectives as planned;  completes training and is able to synthesize technical information into business language including business value, outcomes and impacts on our customers’ business and security objectives.  Leading the team to make progress and to deliver on commitments.
• Business Development: Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements. 
• Business Management: Accountable for the overall growth and revenue of services sales for assigned accounts in alignment with the account strategy.  Understands how financial performance of the teams contributes to the bookings, revenue and margin on the services business. 
• Operations:  Enhance the processes and tools for service delivery.  
• Operations: Establish internal and external reporting cadence.  In this role, definite success metrics and collaboration with operations to development tools requirements and then support the implementation of tools to support capturing, monitoring, acting upon the metrics. 
• Collaboration:  Partner with services leaders on strategy and on the delivery model to ensure a cohesive, collaborative approach to delivery. 
• Technical Expertise: Ability to apply technical aptitude and knowledge of the Cybersecurity industry to provide guidan