EMEA Service Delivery Manager – DevOps

Job Description

As the Service Delivery Manager (SDM) for Professional Services for our DevOps teams in Warsaw, Poland you will lead a team of specialists that is spearheading the strategy to use DevOps initiatives to drive a step change in efficiency and quality in the pursuit of supporting our customers.

The SDM will manage the delivery of remote services for all customers, globally, who have purchased such services. This will include scheduling of service delivery efficiently and in a manner such that it is aligned to workload as well as ensure the highest levels of customer satisfaction. The SDM will be the primary interface to the outsourced service provider who employs the specialist staff. The SDM will be responsible to drive quality, suitability and availability of staff and work with said service provider to ensure capacity is sufficient to meet demand.

You will be responsible for leading, developing & growing this team to deliver high-quality tools, processes, and associated frameworks to enable the Professional Services organization to deliver successful and repeatable security projects for our customers. This role is highly integrated with the Service Sales Teams, Product Sales Teams, and other Service and Support teams towards building strong and trusted Customer relationships ensuring successful customer outcomes.

You will develop and lead project teams that will work to improve existing services as well as to champion new services that strengthen our client’s security posture. This is a highly engaging role that will require critical thinking, thought leadership, cross-functional collaboration, team leadership, and development.

The SDM will also be the first point of contact for customer escalations and she/he will take ownership of escalations and work with the relevant teams within Professional services and the outsourced service provider’s management to drive such escalations to resolution.

In this role, you will lead a team (initially 12) consisting of assigned personnel with specific skills and training pertaining to the delivery of a focused set of well-defined service offers. You will work closely with the outsourced staff provider to ensure capacity and quality is in line with expectations. In this role you will report directly to the senior director for professional services for global scale teams and you will ideally be based in a location within the Central European Time zone.

• Serve as the Professional Services Leader for our DevOps and Automation team in Warsaw, Poland, ensuring service delivery meets or exceeds customer expectations.

• Facilitate a customer-first approach across all Global Customer Service (GCS) teams.

• Clearly, communicate customer requirements to the team to help enable Customer knowledge and build trusted relationships.

• Staff the appropriately skilled resources to accomplish quarterly goals, by ensuring your teams have the appropriate strength levels and/or capacity.

• Participate in Quarterly Business Reviews (QBR), representing your business performance.

• Ensure that all Customer feedback about your team’s performance is clear and known, acknowledged, and responded to as required, providing high levels of Customer Satisfaction (CSAT) while meeting the Customer’s objectives.

• Enable your team to identify gaps and develop corrective plans as and when needed, help them implement corrective plans to ensure customer satisfaction.

• Ensure your team is actively providing status to the Customer, PS consultants leading engagements in the theater, Account Team, Partners, and Services leadership team on all major activities, projects, and critical issues.

• Responsible for ensuring execution of all operational activities related to defined business goals such as backlog retirement, team utilization, forecasting revenue, reviewing and approving timesheets and expenses, budget development, and updates.

• Provide input regarding the technical development of the Professional Services product offerings based on your team and Customer feedback.

• Handle the daily activities of your team such as hiring,, time off, training, and performance feedback.

Qualifications

• Demonstrated experience managing ; teams of 10 or more technical consultants, Architects, Resident Engineers and/or other related staff.

• Strong high-level knowledge of network security concepts, products, and implementations, and the ability to communicate that knowledge to individuals with minimalt technical experience.

• Deep understanding of modern software development frameworks and associated languages such as Python, Ansible and Terraform.

• Validated leadership ability, cross-functional collaboration, and team-building capabilities.

• Experience with managing the full project lifecycle from pre-sales/Statement of Work development to project closeout.

• You have excellent written and verbal communication skills.

• 20%+ travel (post-COVID) is required to Customer sites as well as internal business meetings.

• Experience building teams focused on the deployment and operation of Internet security solutions at enterprise Customers.

• Industry certifications such as CISSP, PMP, and/or vendor-specific (e.g. Juniper/Cisco/Checkpoint).

Additional Information

Palo Alto Networks has brought technology to market that is reshaping the cybersecurity threat and protection landscape. Our ability to protect digital transactions is limited only by our ability to establish relationships with our potential customers and help them understand how our products and services can protect their environments. This is where our Professional Services (PS) team comes in. Our PS team members work together with our sales teams and large organizations to keep their digital information safe. Our passionate PS team members work to realize the return on investment our customers make in our products and strive to always improve our customers’ security posture.

We are trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It is simple: we cannot accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit ourLife at Palo Alto Networkspage and ourdiversity website.

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.

Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at[emailprotected].