Senior Manager, Program Management, Technical Services

Palo Alto Networks; City of Westminster; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global cybersecurity company is seeking a Senior Manager for Program Management in Technical Services to lead a regional team overseeing customer-facing projects. The role involves strategic portfolio oversight, collaboration with internal teams to ensure deployment success, and driving process improvements for high-quality project execution. Candidates should have strong leadership skills, a background in project management, and a commitment to enhancing customer outcomes. This position is crucial for delivering value to clients in the Network Security technology space.

Qualifications

• Experience in project and program management in a technical environment.
• Strong leadership and mentoring skills to empower team members.
• Proven ability to manage cross-functional teams for successful deployment.

Responsibilities

• Own the overall portfolio of projects to align with business objectives.
• Collaborate with internal teams to ensure successful deployments.
• Drive continuous improvement in project delivery processes.
• Lead resource planning efforts to meet customer demand.

Skills

Strategic Portfolio Oversight

Cross-Functional Stakeholder Management

Operational Excellence Leadership

Resource Planning

Escalation and Issue Resolution

Job description

Overview

Our professional services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesn't stop once they sign — it evolves. As threats and technology evolve, we stay in step to accomplish our mission. You'll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won't wait for them to be raised, you'll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry. The Senior Manager, Program Management, Technical Services will lead a regional team (Europe) of Project Managers overseeing customer-facing project and program management efforts in the Network Security technology space. This role focuses on ensuring the successful deployment of Palo Alto Networks solutions, enabling customers to achieve maximum value from their investment. The Senior Manager will drive key deployment initiatives, including program execution and process optimization, while collaborating with the Head of Program Management to establish and promote standards and best practices. With a strong focus on customer outcomes, this position is accountable for driving portfolio delivery efficiency, meeting revenue targets, and enhancing customer satisfaction.

Responsibilities

• Strategic Portfolio Oversight: Own the overall portfolio of projects, ensuring alignment with business objectives, regional priorities, and long-term strategic goals.
• Cross-Functional Stakeholder Management: Collaborate with internal teams such as Sales, Customer Success, Operations, Resource Management, Technical Center of Excellence and Support to ensure overall deployment success.
• Champion Operational Excellence: Lead the implementation of disciplined execution practices across project management activities, setting the standard for operational excellence and driving a culture of accountability and continuous improvement in all areas of project delivery.
• Strategic Partner Collaboration: Define and optimize project team structures, working closely with cross-functional partners (technical, business, and external stakeholders) to ensure projects are resourced effectively and executed in alignment with scope, requirements, and deliverables.
• Resource Planning and Forecasting: Lead theater-level strategic resource planning efforts across the region, forecasting staffing needs, managing overall headcount allocation, and providing quality assurance on onboarding processes to ensure optimal staffing levels in line with customer demand and project requirements.
• Escalation and Issue Resolution: Be a senior escalation point for complex or high-risk Professional Services engagements, proactively identifying issues, mitigating risks, and providing strategic guidance to resolve escalations effectively and in alignment with customer needs while driving faster time to deploy.
• Performance Metrics and Continuous Improvement: Manage operational performance to accelerate revenue, time to deploy and quality targets, including — but not limited to — project backlog, utilization targets, high CSAT scores, and driving faster time to value.
• Delivery Governance: Oversee and ensure the effective usage and governance of project management methodology across the region, maintaining consistent adherence to best practices and driving process improvements that optimize project execution and drive high quality and reliability with data integrity.
• Leadership and Team Empowerment: Provide strong leadership to the team, fostering a collaborative and high-performance culture. Mentor and develop team members, providing guidance and support to enhance their skills and capabilities.
• Provide a positive work environment that encourages innovation, creativity, and continuous improvement.