Europe IT Service Management Lead

Jobs Paloaltonetworks

Greater London

On-site

GBP 90,000 - 150,000

Full time

5 days ago

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Job summary

Palo Alto Networks is seeking a Senior Manager, IT – Europe to lead regional IT operations, end-user technology, and workplace systems across Europe from our London office. You will mentor a distributed team of senior systems engineers and IT professionals and drive operational excellence with a strong focus on AI-enabled IT strategies.

The role requires 8+ years in enterprise IT, 4+ years of people management, and a solid foundation in networking, security, and modern IT tooling.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
8+ years of progressive technical experience in enterprise IT operations, systems engineering, or infrastructure support within a global technology enterprise.
4+ years of direct people management experience leading distributed, multi-country IT teams across Europe.
Strong hands-on technical foundation with macOS, Windows 11, Google Workspace, Microsoft Active Directory / Azure AD (Entra ID), Jamf, Zoom & VC, Microsoft Intune, SSO/Okta.
Solid architectural understanding of enterprise networking and security fundamentals (TCP/IP, Wi-Fi 6, 802.1X, VPN, Next-Generation Firewalls, and Zero Trust architectures).
Demonstrated experience evaluating and adopting applied AI technologies within IT operations (e.g., automated support bots, GenAI workflow automations, AIOps telemetry, or scripting with Python/PowerShell/APIs).
Strong background in managing IT facility fit-outs, new office expansions, and enterprise AV/event production environments.
Exceptional interpersonal, communication, and executive stakeholder management skills, with a track record of driving cross-functional alignment in a matrixed environment.
Fluent in English (written and verbal); fluency in an additional European language is an asset.

Responsibilities

Lead, inspire, and develop a high-performing, geographically distributed team of IT engineers and site support specialists across European corporate offices and remote teams.
Own regional end-to-end IT service delivery, ensuring world-class service availability, performance, and user satisfaction (CSAT) across all European sites.
Be part of the global IT Service Desk leadership team and collaborate closely on global initiatives and projects.
Serve as the senior regional escalation point for incident management, business-critical system outages, and executive/VIP support requirements across European time zones.
Spearhead our IT AI and automation initiatives by integrating Generative AI tools, AIOps diagnostics, and self-healing automated workflows to eliminate repetitive toil and reduce resolution time.
Oversee enterprise workplace technology and collaboration systems, including advanced conference room AV solutions (Zoom Rooms), large-scale onsite/hybrid company events, and executive productions.
Partner closely with Information Security, Workplace Resources, and Global Infrastructure teams.
Manage regional IT budget, hardware asset lifecycles, procurement processes, and European vendor/carrier partnerships in alignment with global IT standards.
Ensure all regional IT practices, hardware deployments, and user data handling comply with European regulatory standards, including GDPR and local works council agreements