Senior Manager, Technical Services (Network Security)

Jobs Paloaltonetworks; Bengaluru; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Palo Alto Networks is seeking a Senior Manager, Technical Services in the Global Delivery Center (NetSec) to translate strategy into operating plans, scale delivery, and own executive customer escalations end-to-end.

You will lead multiple delivery pods, develop managers, and partner with Sales and Solutions Consulting on pipeline shape, while driving weekly metrics and a high-trust culture across teams in a dynamic, high-growth environment.

Qualifications

• Undergraduate degree in Computer Science, Engineering, or a related field.
• 5+ years leading service delivery teams of 10+ people in high-growth tech.
• 1+ year of experience managing other managers or team leads.
• Deep knowledge of Network Security and Palo Alto products (NGFW/PSA) preferred.
• Track record of running multi-pod / multi-account delivery portfolios.
• Proven ability to hire, coach, and grow first-line managers.
• Experience handling high-visibility customer escalations.
• Excellent executive communication skills.

Responsibilities

• Own delivery outcomes across multiple pods and ensure customer satisfaction.
• Codify playbooks, quality gates, checklists, and handoff protocols.
• Plan capacity with recruiting and sales for demand forecasting.
• Develop first-line managers through coaching and 1:1s.
• Lead executive customer relationships and escalations.
• Partner with Sales and GTM to shape pipeline and services.
• Drive weekly/monthly delivery metrics and QBRs.
• Represent status to executives in high-pressure situations.

Skills

People leadership

Delivery program ownership

Executive communication

Escalation management

Multitasking

Security domain knowledge

Education

Bachelor in CS/Engineering

MBA or MS preferred

Tools

Palo Alto Networks NGFW

Panorama

Prisma Access

SASE

Job description

Our Mission

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!

Job Summary

The Senior Manager, Technical Services leads multiple delivery pods within the Global Delivery Center Technical Services organization (NetSec) and, where applicable, manages first‑line managers. The role sits between hands‑on delivery leadership and the Director‑level strategic mandate: you will translate the broader Technical Services strategy into concrete operating plans, scale delivery capacity across pods, own executive‑level customer escalations end‑to‑end, and develop the next generation of managers on the team. This position requires seasoned people‑of‑people leadership, strong operational discipline, and a proven ability to build repeatable delivery motions in a high‑growth environment.

Your Impact

Delivery Program Leadership

• Cross‑Pod Execution: Own delivery outcomes across multiple pods / functional areas health of engagements, utilization, margin, and customer satisfaction with a weekly operating rhythm and a clear escalation ladder.
• Playbooks & Standards: Codify how the Global Delivery Center Technical Services team delivers engagement kickoff templates, quality gates, technical review checklists, handoff protocols and drive consistent adoption across managers and leads.
• Capacity Planning: Own the multi‑quarter capacity model for your area; partner with Recruiting on the hiring plan and with Sales on the demand forecast.

People & Manager Development

• Manage Managers: Develop your first‑line managers running structured 1:1s, coaching them through hiring, performance conversations, and escalations rather than doing the work for them.
• Talent Bench: Own the succession plan and readiness ratings for your area; identify and grow next‑manager candidates from within the IC ranks.
• Culture Owner: Set the tone for how your teams work together high‑trust, high‑standards, low‑drama and hold the line on it when pressure spikes.
• Hiring at Scale: Own the end‑to‑end hiring plan for your area role definition, interview loops, calibration, offer strategy and drive the pass‑through rate.

Customer & Sales Partnership

• Executive Customer Relationships: Be the Technical Services face for strategic accounts in your region QBRs, steering committees, and post‑mortems.
• Sales & GTM Alignment: Partner with Sales Leadership and Solutions Consulting on pipeline shape, deal shaping, and services‑attach; help scope large / complex engagements.
• Partner Enablement: Where relevant, work with the Partner Ecosystem team to grow delivery capacityand quality through channel partners.

Escalation Ownership

• Own the Recovery: Lead customer escalations end‑to‑end for your area — structure the recovery plan, sequence the technical and commercial workstreams, and drive to a written closure.
• Executive Communication: Represent status crisply upward (Director / VP) and outward (customer executive sponsors) during high‑pressure situations.

Operational Rigor

• Metrics & Reporting: Own the weekly / monthly business review for your area utilization, delivery health, CSAT, attrition, hiring velocity and act on the signals.
• QBR Participation: Contribute directly to Regional QBRs with a defensible read on plan‑to‑actuals and a forward view.

Qualifications

• Educational Background: Undergraduate degree required in Computer Science, Engineering, or a related technical field; MBA or Masters degree preferred.
• Proven Leadership: 5+ years managing service delivery teams of 10+ professionals in a high‑growth technology environment, including 1+ year of experience managing other managers or team leads.
• Security Domain Expertise: Deep working knowledge of Network Security concepts and product delivery — Palo Alto Networks NGFW / Panorama / Prisma Access / SASE strongly preferred; broader familiarity with the adjacent NetSec ecosystem (Cloud, SD‑WAN, ZTNA) valued.
• Delivery Program Ownership: Track record of running multi‑pod / multi‑account delivery portfolios —building playbooks, standardizing quality bars, and scaling capacity without proportional headcount growth.
• Manager Development: Concrete examples of first‑line managers you have hired, coached, and grown, including cases where you handled underperformance decisively.
• Escalation Command: Demonstrated ability to serve as the calm, decisive owner of high‑visibility customer escalations with a written record of resolutions rather than heroics.
• Executive Communication: Fluent presenting to internal executives (RVP / VP) and external customer /partner executives; able to translate technical complexity into business outcome.
• Multitasking Mastery: Proven ability to oversee many concurrent engagements and prioritize a complex workload proactively without dropping commitments.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [e-mail].

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.

All your information will be kept confidential according to EEO guidelines.

Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.