Service Delivery Leader

Palo Alto Networks, Inc.; Austin (TX); Remote; USD 128,000 - 207,000; Full time

Job summary

Palo Alto Networks, Inc. is seeking a Service Delivery Leader to serve as the primary Voice of the Customer for our largest global accounts in a remote-friendly role.

You will lead post-sale services, drive adoption of the security platform, and ensure customers realize maximum value from their investment. You will manage a diverse services team across NextGen Firewall, Cloud Security, and Cortex Security Automation, and collaborate with both Sales and cross-functional delivery teams to craft

Qualifications

• 7+ years in high-touch, customer-facing service engagement management.
• Experience delivering large technology programs in at least two domains (Network/Sec, Cloud, Product, or Operations).
• Matrix leadership with conflict mediation skills.
• Strong presentation and communication abilities for customer management.
• PMP certification a plus; CRM and CS tools proficiency valued.
• Location/time-zone preference: CST or EST.

Responsibilities

• Manage key account ownership and high-touch relationships for largest strategic customers.
• Serve as post-sales point of contact guiding journey across multiple product lines.
• Collaborate cross-functionally with clients and internal teams (Cloud, DevSecOps, Network security).
• Lead customer lifecycle activities including planning, deployment, adoption, reviews, and escalations.
• Translate security priorities into actionable Success Plans and deliver customized delivery.
• Partner with Sales to develop success plans, assess health, identify expansion, and renewals.
• Manage customer escalations and act as the voice of the customer.

Skills

High-touch engagement

Executive communication

Strategic escalation

Matrix leadership

Program management

Value realization

Education

PMP certification

Tools

Gainsight

Salesforce

Smartsheet

Clarizen

Confluence

Jira

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!

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

Job Summary

The Service Delivery Leader (SDL) serves as the primary "Voice of the Customer" for Palo Alto Networks' most strategic, large-scale global accounts. In this remote-friendly role, the Service Delivery Leader acts as the post-sale services lead, driving the adoption and consumption of the security platform to ensure customers realize maximum value from their investment. This role bridges the gap between technical execution and executive strategy, partnering with C-suite leaders and internal cross-functional teams to protect the digital way of life.

Role & Impact

The Service Delivery Leader is a high-impact leadership position focused on managing the entire services lifecycle—from contract award through deployment and ongoing support. This resource will lead a diverse team of services professionals and product experts across NextGen Firewall, Access, Cloud, and Cortex Security Automation platforms.

Key Responsibilities

• Manage key account ownership and high-touch relationship management for Palo Alto Networks’ largest strategic customers.
• Operate as the primary, post-sales point of contact, guiding customers through their journey across multiple product lines.
• Proactively collaborate cross-functionally with clients (from end-user to C-suite) and internal partners across Cloud, DevSecOps, and Network security.
• Own and execute customer lifecycle activities including strategic planning, deployment, adoption, account-level reviews, and escalation management.
• Translate customer security priorities into actionable Success Plans, building and managing customized product delivery to maximize value realization.
• Partner with the Sales team to develop success plans, assess customer health, identify expansion opportunities, and secure renewals.
• Manage customer escalations by balancing expectations and negotiating successful resolutions, serving as the voice of the customer.

QualificationsRequired Qualifications:Professional Background:

At least 7+ years in high-touch, customer-facing service engagement management.

Technical Domain Expertise:

Proven experience delivering large technology programs in at least two areas: Network Security, Cloud Security, Product Development, or Security Operations.

Leadership Skills:

A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue.

Soft Skills:

Exceptional communication skills with the ability to deliver technical presentations to customer management.

Certifications & Tools:

PMP certification is a plus. Proficiency in CRM and customer success tools is highly valued.

Preferred Qualifications:

• Strategic Escalation Handling : Proven expertise in proactively mitigating critical escalations and managing "at-risk" accounts through complex negotiation and successful resolution.
• Specialized Program Management: Extensive experience in client-focused program management, specifically overseeing the end-to-end services lifecycle from contract award through full-scale global deployment
• Cybersecurity Platform Depth: Deep, in-depth knowledge of advanced security product offerings, including NextGen Firewall, Cloud Security (Prisma), and Security Automation (Cortex).
• Leadership Skills: A track record of navigating highly matrixed organizations and mediating conflict to foster healthy dialogue with delivery examples.
• Technical Tool Mastery: High proficiency with industry-leading customer success and workflow platforms, specifically Gainsight, Salesforce, Smartsheet, Clarizen, Confluence and Jira.
• Metric-Driven Success: Experience in establishing and tracking advanced Value Realization frameworks and Net Promoter Scores (NPS) to quantify the impact of service delivery.
• Location & Time zone: Preference for candidates located in Central (CST) or Eastern (EST) time zones.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com‑missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

$127,800.00 - $206,800.00/yr

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

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.