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About the Role

The Service Delivery Leader is an expert-level, high-visibility role responsible for the post-sales strategic orchestration and commercial expansion of complex, large-scale accounts. This position acts as a "Chief of Staff" for service delivery, ensuring technology creates measurable business value for the customer while driving proactive service monetization.

Responsibilities

• Act as the "Chief of Staff" for service delivery, ensuring technology creates measurable business value for the customer while driving proactive service monetization.
• Serve as the end-to-end strategic manager for critical accounts, acting as the operational anchor for long-term stability and growth.
• Build and maintain high-impact relationships with C-suite and senior-level stakeholders, acting as a trusted advisor.
• Align service delivery with the customer’s overarching business transformation goals.
• Partner with Sales to identify and execute strategic plays, expanding platform footprint and securing high-value opportunities.
• Demonstrate the tangible ROI of service delivery.
• Act as the primary bridge between the customer’s long-term vision and our technical service roadmap.
• Ensure consistent value realization and operational excellence to mitigate risk, prevent churn, and create a foundation for maximum footprint expansion.
• Serve as the autonomous point of contact for complex, high-pressure escalations, providing de-escalation and resolution at the executive level.
• Translate complex business requirements into service delivery strategies.
• Confidently discuss technology roadmaps and platform evolution with technical leaders.
• Drive tight Sales-to-Service handoffs and navigate internal matrixed organizations.
• Advocate for customer requirements and product enhancements.
• Manage customer escalations, balancing customer expectations, and negotiating successful resolutions.

Requirements

• 8+ years of professional experience in a customer-facing role, managing high-touch, high visibility post-sales engagements.
• Proven track record of managing enterprise-scale accounts.
• Demonstrated ability to identify commercial "white space" and partner with Sales to drive service revenue.
• Expert-level verbal and written communication skills, with the ability to influence at the C-suite level.
• Ability to work with minimal oversight in high-stakes environments where decision-making has significant revenue and reputational impact.
• Proven results working as a trusted advisor to drive business value for customers.
• Ability to interact with C-suite through client teams at various levels of technical and non-technical depth.
• Expertise in customer guidance throughout their Journey focusing on Value Realization.
• Open to occasional travel according to the need for strategic customer engagement and on-sites (Potential for 10-15%).

Skills

• Strategic Leadership
• Commercial Acumen
• Communication
• Operational Independence
• Customer guidance
• Value Realization
• Customer escalations
• Negotiating successful resolutions
• Client-focused program management
• Customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)

Location

• Remote
• Onsite

Work Type

• Full-time
• Hybrid

Experience Level

• Expert-level
• 8+ years of professional experience

About the Company

• Palo Alto Networks® is 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.
• We believe collaboration thrives in person, with most teams working from the office full time, with flexibility when needed.
• This model supports real-time problem-solving, stronger relationships, and precision that drives great outcomes.
• We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
• We believe that we can’t accomplish our mission without diverse teams innovating, together.

Equal Opportunity

• Palo Alto Networks is an equal opportunity employer.
• We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
• All your information will be kept confidential according to EEO guidelines.
• We are committed to providing reasonable accommodations for all qualified individuals with a disability.
• If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.