Service Delivery Leader

Location:

United States

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values:
Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

The Service Delivery Leader (SDL) serves as the primary "Voice of the Customer" for Palo Alto Networks' most strategic, large-scale global accounts. In this remote-friendly role, the Service Delivery Leader acts as the post-sale services lead, driving the adoption and consumption of the security platform to ensure customers realize maximum value from their investment. This role bridges the gap between technical execution and executive strategy, partnering with C-suite leaders and internal cross-functional teams to protect the digital way of life.

The Service Delivery Leader is a high-impact leadership position focused on managing the entire services lifecycle—from contract award through deployment and ongoing support. This resource will lead a diverse team of services professionals and product experts across Next Gen Firewall, Access, Cloud, and Cortex Security Automation platforms.

• Manage key account ownership and high-touch relationship management for Palo Alto Networks’ largest strategic customers.
• Operate as the primary, post-sales point of contact, guiding customers through their journey across multiple product lines.
• Proactively collaborate cross-functionally with clients (from end-user to C-suite) and internal partners across Cloud, Dev Sec Ops , and Network security.
• Own and execute customer lifecycle activities including strategic planning, deployment, adoption, account-level reviews, and escalation management.
• Translate customer security priorities into actionable Success Plans, building and managing customized product delivery to maximize value realization.
• Partner with the Sales team to develop success plans, assess customer health, identify expansion opportunities, and secure renewals.
• Manage customer escalations by balancing expectations and negotiating successful resolutions, serving as the voice of the customer.

• Professional Background: At least 7+ years in high-touch, customer-facing service engagement management.
• Technical Domain Expertise: Proven experience delivering large technology programs in at least two areas:
  Network Security, Cloud Security, Product Development, or Security Operations.
• Leadership
  
  Skills:
  
  A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue.
• Soft Skills: Exceptional communication skills with the ability to deliver technical presentations to customer management.
• Certifications & Tools: PM…