Senior Director, Technical Services (Cloud and Cortex)

Cyberark Software (Singapore) Pte. Ltd.; Singapore; On-site; SGD 260,000 - 360,000; Full time

Job summary

Palo Alto Networks Singapore is seeking a Technical Services Senior Director to lead a team of Professional Services and CS Engineers, driving post-sales network security and zero trust engagements. You will partner with GCS Area Leaders and Support & Technical Solutions to position Palo Alto Networks as a trusted cybersecurity partner.

You will shape strategy, manage resources and KPIs, and ensure high CSAT while delivering value reviews to executive stakeholders in JAPAC; travel up to 20–30%

Qualifications

• 10+ years in technical services or related fields in SaaS/cloud.
• 5+ years in a leadership role managing regional teams.
• Experience engaging with executive-level customers in JAPAC.
• Background in cybersecurity or enterprise IT preferred.
• Willingness to travel up to 20–30% within JAPAC.

Responsibilities

• Single point of accountability for technical services and delivery.
• Lead and develop a high-performing technical team.
• Drive utilization and manage backlog planning.
• Design resource mix across FTEs and contractors.
• Partner with sales, product, and engineering to ensure outcomes.
• Maintain high CSAT and customer satisfaction.

Skills

Leadership

Executive communication

Strategic thinking

Customer focus

P&L experience

SaaS / Cloud

AI for automation

Education

Bachelor’s degree in STEM

Master’s degree

MBA preferred

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!

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.

Job Summary

The Technical Services Senior Director leads a team of Professional Services and CS Engineers that provides expertise & guidance in customers’ network security and zero trust post‑sales journey. You will work closely with the GCS Area Leaders, Support & Technical Solutions Team to build strong relationships with customers & establish Palo Alto Networks as a customer’s cybersecurity partner of choice.

Key Responsibility Area:

• Leadership

  • Single point of accountability for technical services, interfacing with GCS, Sales, Product, Engineering, and Partner teams to ensure alignment & delivery of business outcomes
  • Support Area Leaders to engage with executive‑level customer stakeholders (e.g., CIOs, CISOs) to provide value reviews, and resolution of escalated issues
  • Build and develop a high‑performing technical team through hiring the best talent, mentoring/ coaching, and performance management in line with the defined capability requirements for the team

• Operations

  • Drive consistently high utilization of PS consultants through optimal planning and backlog management
  • Design and maintain the best resource mix across FTEs and contractors, maximizing quality and agility
  • Reduce TTV by accelerating deployment and adoption
  • Contribute to Service Sales Growth by enabling scalable, value‑driven technical offerings
  • Achieve global target service margin ratios through delivery efficiency and cost control
  • Partner with the Business Value Services team to co‑design and evolve services that fit the specific needs of the market
  • Ensure high levels of customer satisfaction (CSAT) through proactive support and continuous improvement

Communication skills:

• Strong expertise in communicating and presenting in a clear and concise manner to different tiers of audiences internally and externally (highly technical, less technical, executives, practitioners)

Executive Capabilities:

• Thought leadership and the ability to anticipate and quickly adapt to changing customer and company needs. Passion for creating diverse teams and a customer obsessed, outcomes focused culture. Ability to inspire and attract the best talent.
• Ability to create a strategy and align resources to execute and drive continuous improvement in alignment with other teams and organisations.
• Executive presence; The ability to effectively communicate and influence at senior levels with customers and within the organisation
• P&L/Run the Business experience and mindset; Strategic mindset, ability to scale, strong operational, analytical and problem‑solving skills with a track record of making major transformational improvements to customer, operational and financial performance

Qualifications

Skills & Experience

• 10+ years of experience in technical services, professional services, customer success, support or related functions within a high‑growth SaaS/cloud enterprise environment
• 5+ years of experience in a leadership role managing regional teams, including direct and matrixed reporting lines
• Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT
• Direct experience engaging with executive‑level customers in JAPAC
• Background in cybersecurity or enterprise IT preferred
• Bachelor’s degree in a STEM field or Master’s degree or MBA preferred or equivalent military experience required
• Willingness to travel up to 20–30% within JAPAC and occasionally globally
• Deep expertise in the field of Cloud, End Point, SOAR, and SIEM technology, ideally with exposure to Palo Alto Networks Products, as well as exposure to Security Operations Centres (SOC). Experience leveraging AI to drive automation, scalability and optimisation

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 ••••@paloaltonetworks.com.

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.