Manager, IT Service Management

Palo Alto Networks; City of Westminster; On-site; GBP 120,000 - 180,000; Full time

Job summary

Palo Alto Networks seeks a Senior Manager, IT - Europe to lead regional IT operations, field support, end-user tech, and workplace systems across Europe and remote teams.

You will mentor senior systems engineers, drive operational excellence, and pioneer AI-first IT strategies to boost efficiency and employee productivity. London-based role with European scope.

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.
• 4+ years of direct people management leading distributed, multi-country IT teams across Europe.
• Fluent in English (written and verbal) prior to additional European language is an asset.

Responsibilities

• Lead, inspire, and develop a 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 across European sites.
• Be part of the global IT Service Desk leadership team and collaborate on global initiatives and projects.
• Serve as the senior regional escalation point for incident management, business-critical system outages, and executive/VIP support across European time zones.
• Spearhead IT AI and automation initiatives by integrating Generative AI tools, AIOps diagnostics, and self-healing automated workflows.
• Oversee enterprise workplace technology and collaboration systems, including Zoom Rooms and large-scale onsite/hybrid events.
• 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 GDPR compliance.

Skills

IT leadership

Distributed teams

Generative AI

AIOps

macOS

Windows 11

Google Workspace

Active Directory / Azure AD

Jamf

Zoom

Intune

SSO/Okta

Networking fundamentals

Security fundamentals

Python/PowerShell/APIs

AI in IT operations

Executive stakeholder management

English fluency

Education

Bachelor's degree in Computer Science / Information Technology / Engineering

Tools

Azure AD / Entra ID

Jamf

Zoom Rooms

Microsoft Intune

Okta

Job description

We are looking for an exceptional, technically grounded Senior Manager, IT - Europe to lead our regional IT operations, field support, end-user technology, and workplace systems across our European office hubs and remote teams. In this role, you will lead and mentor a distributed team of senior systems engineers and IT support professionals, drive operational excellence, and serve as the regional escalation authority for senior business leaders and VIP stakeholders. Fast-paced, fast-changing, and unpredictable define our Information Technology team. We are looking for analytical, agile, and influential leaders who can deliver meaningful results and innovative solutions quickly, while remaining flexible to accommodate evolving business needs and shifting priorities. A key aspect of this leadership role is pioneering our AI-first IT strategy - operationalizing generative AI, AIOps, automated troubleshooting pipelines, and intelligent support workflows to supercharge operational efficiency and employee productivity across Europe. This position is based in our London office and oversees IT service delivery across our European locations. Your Impact

• 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
  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
  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. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! 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., Our Mission At Palo Alto Networks everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are done, and we're looking for innovators who are as committed to shaping the future of cybersecurity as we are. Who We Are We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included. As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few! At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office, with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision. Your Career As the fastest growing security company in the world, Palo Alto Networks relies heavily on its people to do their jobs as efficiently and quickly as they need to do them. For that, our business and regional workforce rely on our Information Technology leadership to ensure seamless, secure, and modern digital workplace experiences.