Service Delivery Leader

About the Role

Key Responsibilities

• Account ownership and relationship management for Palo Alto Networks' largest customers from contract award through deployment, adoption, and support.
• Serve as the primary services point of contact for the service lifecycle, engaging with end users, operations, and executive leadership.
• Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
• Engage with Professional Services to deliver outcome-based scopes of work including implementation, configuration, and operation.
• Advocate for customers across internal teams such as Product Management, Engineering, and Support.
• Maintain executive relationships and act as an escalation point, ensuring stakeholder alignment and proactive advice.
• Deliver high customer satisfaction by meeting or exceeding service delivery goals and metrics.
• Accelerate customer adoption by leading services teams to execute success strategies from onboarding to consumption.
• Proactively manage critical escalations and at-risk accounts, communicating effectively with internal and external leaders.
• Track and report on customer success metrics including NPS, CSAT, SLAs, and value realization.
• Engage in pre-sales activities as a delivery expert, supporting the development of services opportunities.

Requirements

• 7+ years of professional experience in a customer-facing role managing high-touch, high-visibility services engagements.
• Successful track record working effectively in a highly matrixed and fast-growing organization.
• Experience leading teams to deliver large technology programs to strategic customers in areas such as Network Security, Cloud Security, Product Development, or Security Operations.
• Experience managing services and delivery projects within defined timelines under high pressure.
• Project management certifications such as PMP or similar are a plus.
• Proven ability to build strong relationships across multiple functions and mediate conflicts.
• Expertise in managing customer escalations, balancing expectations, and negotiating resolutions.
• Ability to develop customer relationships, understand their business, and align services to their success.
• Experience with customer success tools such as Gainsight, Salesforce, Smartsheet, Clarizen, Jira (bonus).
• Willingness to travel occasionally, approximately 10-15%.

Nice to Have

• Client-focused program management experience.
• Skilled in customer success tools such as Gainsight, Salesforce, Smartsheet, Clarizen, Jira.

Qualifications

• Educational background is not explicitly specified in the description.

Benefits & Perks

• Competitive salary between $123,400 and $167,500 depending on experience and location.
• Opportunities for professional development and ongoing learning.
• Inclusive work environment with programs supporting personal wellbeing, mental and financial health, and personalized learning.