Support Delivery Manager — Technical Operations

Jobs Paloaltonetworks; England; Sur place; GBP 100 000 - 162 000; Plein temps

Résumé du poste

Palo Alto Networks is seeking a Manager of Support Delivery to lead a team of Technical Support Engineers, driving customer success and product adoption. You will ensure resource availability, processes, and escalations are handled to maximize performance and satisfaction.

The role is based in a collaborative, on-site environment with flexibility, and requires strong leadership in enterprise security services to deliver top-tier customer outcomes.

Qualifications

• 10+ years in enterprise support and service delivery.
• Prior people management experience leading technical teams.
• Technical experience in the Network Security Industry.
• Experience as a network administrator or equivalent in an NT or Unix environment.
• Background in internetworking, LAN, and WAN technologies.

Responsabilités

• Lead daily operations of a team of Technical Support Engineers in line with organizational goals.
• Drive operational excellence with focus on Productivity, Backlog Management and TTR goals.
• Responsible for staffing, scheduling and team adherence.
• Provide strategic customer support to drive customer loyalty, referenceability, and repeat business.
• Triage and manage customer escalations, prioritize issues, and negotiate customer priorities and expectations.

Connaissances

Enterprise support

People management

Network security

Network administration

Internetworking

Formation

BA/BS in Computer Science

MBA (strong advantage)

Description du poste

Palo Alto Networks is seeking a Manager of Support Delivery to lead a team of Technical Support Engineers, driving customer success and product adoption. You will ensure resource availability, processes, and escalations are handled to maximize performance and satisfaction.

The role is based in a collaborative, on-site environment with flexibility, and requires strong leadership in enterprise security services to deliver top-tier customer outcomes.