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About the Role

Lead the Technical Services organization for JAPAC, guiding customers through the post-sale lifecycle from value realization through renewal. This leadership role involves managing Professional Services and Customer Success teams through deployment, adoption, escalation management, value realization, and expansion, while partnering with various internal teams to create a unified customer experience and drive alignment. The role requires navigating data residency requirements and local competitive landscapes within JAPAC, shaping delivery innovation, influencing product direction, and refining the integration of automation and AI into the services model.

Responsibilities

Lead all Technical Services delivery across JAPAC, ensuring consistent, high-quality execution.
Align with Global Customer Success, Sales, Product, Engineering, and Partner teams to drive customer and business outcomes.
Support Area Leaders in CIO/CISO-level engagements, value reviews, and high-visibility escalations.
Represent JAPAC in regional forums, advocating for customer insights and regional needs.
Build, develop, and mentor a high-performing technical services organization.
Create a culture grounded in accountability, continuous learning, and operational excellence.
Coach teams through complex customer situations, rapid change, and new delivery models.
Foster a culture of people performance management and accountability.
Maintain strong utilization, backlog health, and delivery predictability.
Optimize resource mix across FTEs and contractors to maximize agility and cost efficiency.
Reduce Time to Value and Time to Deploy by strengthening deployment and adoption practices.
Contribute to service sales growth through scalable, outcome-driven offerings.
Sustain strong relationships with subcontractors and partners to support delivery at scale.
Meet global margin targets through efficient, high-quality execution.
Advance automation and AI across Cloud & Cortex professional services and customer success engineering to improve scale and consistency.
Standardize delivery practices, proactively identify risks, and drive data-backed decisions across areas to improve service health.
Ensure effective execution of global and theatre-level programs.

Requirements

15+ years in technical services, professional services, customer success, support, or similar roles in a high-growth SaaS/cloud environment.
10+ years leading regional or multi-regional teams with direct and matrixed reporting lines.
Strong track record of delivering against KPIs including deployment speed, adoption, margin, utilization, and CSAT.
Industry recognized security credentials, e.g. CISSP, CRISC.
Deep familiarity with Cloud, Endpoint, SOAR, SIEM, and SOC environments; experience with industry leading security platforms strongly preferred.
Experience with supporting operational security requirements or enterprise governance, risk, and compliance initiatives.
Experience engaging with and presenting to executive stakeholders across Product Management, Services Product Management, Sales, and PS/CS organizations.
Experience leading large scale teams exceeding 100+ FTEs and Contractor staff.
Bachelor’s degree required; Master’s/MBA preferred; equivalent military experience considered.
Willingness to travel 20–30% within JAPAC and occasionally globally.
Strong communicator who can influence across technical and non-technical teams.
Skilled at building trust, developing talent, and guiding teams through ambiguity.
Balanced, thoughtful decision-maker in escalation and complex customer situations.
Highly collaborative, with a track record of driving alignment and continuous improvement.

Skills

Cloud
Endpoint
SOAR
SIEM
SOC
Automation
AI

Location

JAPAC

Work Type

Full-time
Onsite

Experience Level

Senior Director
15+ years
10+ years

Education Level

Bachelor's degree
Master's/MBA preferred

About the Company

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.
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry.
We weave AI into the fabric of everything we do and use it to augment the impact every individual can have.
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo.
It’s simple: 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.