Senior Manager, Technical Services (Network Security)

Job Summary The Senior Manager, Technical Services leads multiple delivery pods within the Global Delivery Center Technical Services organization (Net Sec) 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 Net Sec 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 accommodations@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. Is role eligible for Immigration Sponsorship? 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