Service Deliver Leader jobs at Palo Alto

Key Responsibilities

• Value Delivery: Deliver white-glove onboarding and ongoing technical guidance for Managed XSIAM customers
• Collect and analyze customer security data to identify improvement opportunities in detection coverage, alert quality, tenant hygiene, and potential automation use cases
• Advise customers on best practices for alert tuning, data onboarding, and correlation optimization
• Drive continuous improvement in customer security posture and measurable time-to-value outcomes
• Operational Excellence: Manage incoming customer requests, prioritize effectively, and collaborate with the SOC engineering team to ensure timely, high-quality delivery
• Lead customer touchpoints, including onboarding sessions, security reviews, and proactive engagement meetings
• Translate complex detection and response concepts into actionable guidance for diverse audiences
• Collaboration & Enablement: Partner with Unit 42’s SOC engineering, Product, and MDR teams to ensure consistent service quality and cross-functional alignment
• Collaborate with the SOC engineering team to design and implement automation workflows that enhance detection, response, and reporting efficiency
• Champion customer needs internally, advocating for enhancements and escalations where needed
• Contribute to documentation, best practices, and scalable frameworks for the Managed XSIAM service

Preferred Qualifications

• 5+ years of professional experience in Customer Success, Technical Account Management, Security Consulting, Solutions Architecture, or SOC operations (preferably within enterprise cybersecurity or SaaS environments)
• Strong understanding of XDR, SIEM, and SOAR technologies, including incident and alert management, correlation development, and data source onboarding
• Demonstrated experience collaborating with security analysts, engineers, and threat hunters in operational environments
• Excellent communication skills—able to explain complex security concepts clearly to both technical and non-technical audiences
• Analytical mindset with strong problem-solving abilities and sound judgment in prioritizing tasks and managing complex customer needs
• Deep curiosity and a growth mindset—comfortable learning and adapting to evolving technologies and detection methodologies
• Bachelor’s degree in Computer Science, Information Security, or a related field or equivalent military experience

Salary 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/commissioned roles) is expected to be between $127600/YR - $206500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Being the cybersecurity partner of choice, protecting our digital way of life.

Operational Leadership and Team Management:

• Guide the daily activities of a team of Platinum Support Engineers, ensuring alignment with company goals and objectives. Provide the team with the necessary resources, tools, and streamlined processes for sustained performance and efficiency.

• Mentor and guide engineers to enhance both technical expertise and soft skills. Facilitate regular training opportunities tailored to both technical and professional growth, setting clear team goals that align with broader organizational objectives.

• Conduct annual performance reviews, providing actionable feedback and mentorship to help team members exceed expectations.

Technical Oversight and Customer Engagement:

• Support engineers in solving complex customer issues, effectively prioritizing, negotiating customer priorities, and setting clear expectations for outcomes.

• Lead Post-Incident Reviews (PIRs) to identify root causes, document lessons learned, and drive process improvements.

Strategic Collaboration and Accountability:

• Build and maintain strong relationships with key stakeholders across Sales, Engineering, Product, and leadership teams. Work closely with the Business Operations Manager to ensure seamless service kick-offs.

• Oversee trend analysis on support cases, identifying recurring issues and collaborating with cross-functional teams to implement long-term solutions.

• Be 100% accountable for the customers managed within the team, taking ownership of all pre-sales and post-sales decisions.

Change and Crisis Management:

• Spearhead change initiatives, ensuring smooth transitions and high performance through effective communication and support.

• Anticipate and proactively manage escalations at the case and account levels using AI-driven insights and prediction models.

Leadership and Management:

• 8+ years in technical support, with at least 2 years experience in a management OR lead role in a high-touch or white-glove support environment

• Strong mentorship skills demonstrated through coaching engineers, setting ambitious goals, and driving performance improvements.

• Exceptional problem-solving and crisis management skills, focusing on customer advocacy and improving service response and resolution timelines.

Technical Expertise and Problem Solving:

• Expertise in handling incidents and troubleshooting in network security, cloud security, or enterprise IT environments.

• Experience in Network and Cloud Security industries, with familiarity in network infrastructure components such as routers, switches, firewalls, and VPN solutions (Checkpoint, Juniper (Netscreen), Fortinet, Cisco).

Collaboration and Communication:

• Experienced in working with Sales, Product, and Engineering teams to refine support strategies and improve product supportability.

• Excellent communication skills with strong executive presence, adept at managing stakeholder relationships, leading high-level customer engagements, and Post-Incident Reviews (PIRs).

• Skilled in AI-driven analytics, ITIL frameworks, and using case management systems (e.g., Salesforce, ServiceNow, JIRA). Proficient in conducting trend analysis for proactive support.

You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems with a pointed focus on providing the best customer support in the industry.

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/commissioned roles) is expected to be between $130600 - $211200/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Career As a Principal Consultant for SOC Transformation & XSIAM Deployment, you will be a seasoned leader at the forefront of our most strategic customer engagements. You will leverage a rare blend of consultative presence, deep technical mastery, and executive influence to guide our customers through complex SOC transformations. Your primary role is to drive these large-scale programs, ensuring the successful execution of foundational elements like seamless log migration and the development of sophisticated detection strategies, to deliver measurable security outcomes in highly dynamic enterprise environments.

Your Impact

• SECURITY CLEARANCE Eligibility Mandatory
• Serve as the lead strategic advisor and subject matter expert for customers undertaking a full-scale SOC modernization with XSIAM
• Lead multi-national SOC transformation programs, consolidating fragmented detection and response processes into a unified, AI-driven platform
• Direct enterprise-scale XSIAM deployments, guiding customers from initial strategy to full operationalization
• Devise and oversee comprehensive log ingestion strategies to ensure high-quality data fuels the XSIAM platform
• Architect and implement sophisticated detection strategies and correlation rules to fortify customer defenses against advanced threats
• Fine-tune and optimize log sources and correlation rules to maximize system performance and detection efficacy
• Identify opportunities to enhance analyst alert handling and response through automation.
• Transform ambiguity into structured action plans, driving accountability at every level of a customer engagement
• Build and mentor high-performing professional services teams that blend consulting, engineering, and change management expertise
• Partner with Product and R&D teams to incorporate field insights into roadmap priorities

Your Experience

• A proven track record in modernizing Security Operations Centers (SOCs) to achieve automation, AI-driven detection, and measurable improvements in MTTD/MTTR
• Exceptional executive presence, with strong verbal and written communication skills to engage with stakeholders from the SOC analyst to the CISO
• Experience acting as a trusted advisor to senior security leaders, with the ability to diagnose challenges and deliver strategic recommendations
• 10+ years of hands-on experience in deploying and integrating SIEM/security analytics solutions within large enterprise environments
• 8+ years of experience with Security Operations Center (SOC) tooling, processes, and workflows
• Hands-on technical mastery across SIEM, SOAR, EDR, cloud security, and threat intelligence
• Ability to conceive, architect, and develop effective correlation and detection rules
• Familiarity with a range of SIEM technologies, such as Splunk and IBM QRadar, is a plus.
• Strong expertise in Regular Expressions (Regex)
• Relevant bachelor's degree or industry-recognized qualifications (CISSP, GIAC, etc.), is a plus
• Must be able to travel up to 30%

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

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

Being the cybersecurity partner of choice, protecting our digital way of life.

Key Responsibilities

• Repair Engineering & Process Management:
  • Design, develop, and document standardized test processes and procedures specifically for the repair and refurbishment of cybersecurity devices.
  • Lead the troubleshooting and resolution of complex technical issues found during the repair process.
  • Collaborate with the R&D and manufacturing teams to implement Engineering Change Orders (ECOs) in the repair flow, ensuring clear instructions and successful execution.
  • Select, qualify, and manage the technical readiness of test equipment and tools used by the repair team.
• Program & Team Leadership:
  • Oversee the day-to-day operations of the repair program, ensuring all Service Level Agreements (SLAs) and quality metrics are met.
  • Provide technical guidance and mentorship to a team of repair technicians and junior engineers.
  • Partner with supply chain and logistics teams to manage the flow of defective units and the inventory of repair parts.
  • Lead cross-functional meetings with engineering, quality, and customer service to review repair data and drive improvements.
• Process Improvement & Data Analysis:
  • Utilize data from repair yields, cycle times, and failure analysis to identify process bottlenecks and drive continuous improvement.
  • Conduct in-depth root cause analysis on field failures to provide actionable feedback to the design and manufacturing teams.
  • Develop and monitor key performance indicators (KPIs) to measure program effectiveness and report on progress to leadership.
  • Implement lean manufacturing or Six Sigma principles to streamline repair operations and reduce costs.

Your Experience:

• Bachelor's degree in Electrical, Mechanical, Industrial, or a related Engineering discipline.
• A minimum of 5 years of experience in a manufacturing or test engineering role.
• Prefer 2 years of experience in a leadership or program management capacity, with a proven ability to manage technical projects and personnel.
• Demonstrated experience in designing test processes and fixtures for electronic hardware.
• Proven expertise in troubleshooting and root cause analysis of complex electronic and mechanical systems.
• Strong understanding of Engineering Change Order (ECO) processes and product lifecycle management.
• Excellent communication, interpersonal, and leadership skills.
• Experience with Enterprise Resource Planning (ERP) systems (e.g., SAP, Oracle).

Preferred Qualifications:

• Experience with repair or refurbishment operations for networking or data storage devices.
• Familiarity with the hardware and software components of cybersecurity devices.
• Experience working with third-party service providers or contract manufacturers.

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/commissioned roles) is expected to be between $205,000 - $307,000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Collaborate and coordinate with alliance and partner stakeholders to execute and optimize quarterly marketing plans that achieve KPIs and align with alliance sales to define target accounts, engagement plans and make data-driven recommendations.

• Awareness of co-funding sources, partner rules and regulations, and approval processes is required.

• Own and manage cross-portfolio demand generation marketing playbook cadence and activities with alliance marketing globally, including Hands on Workshops, Field activation in collaboration with sales teams, ABM activities and associated campaigns. Responsible for the creation of registration pages, email outreach, coordinating social media, lead upload and tracking, PO creation and SOW management. Accountable to activity cadence, target account list management and lead flow/tagging to appropriate stakeholders.

• Develop and implement an executive engagement model, leveraging AWS’s established rapport with customer decision-makers and offering both physical and digital experiences to drive account-based marketing efforts in support of alliance sales plays and with CXO activities.

• Support partner and industry events with booth presence, aligned messaging, ancillary activations, and customer meetings e.g. National Retail Federation, HIMSS, Google-hosted activity (Next, AI roadshows, Security Summits), and Palo Alto Networks Ignites.

• Own end-to-end event logistics, including venue selection, speaker coordination, agenda planning, and follow-up strategies.

• Perform event set-up tasks include PO creation, contract execution, budget tracking, new vendor onboarding, InfoSec review, and payment processing.

• Ability to proactively work independently with vendors and develop relevant action plans by event.

• Manage event logistics including shipping of materials, set-up, ordering of onsite services, catering, transportation and food vouchers, staffing requirements, and communications.

• Create event campaigns in Salesforce in accordance with standards and ensure all leads uploaded within SLA post-event.

• Work closely with Sales Leaders and Account Executives to track engagement, optimize outreach, and accelerate pipeline progression.

• Measure and report on event effectiveness, ensuring alignment with pipeline and revenue goals.

• Track and report progress on marketing campaign KPIs and ROI metrics, including regular readouts on the performance of partner marketing programs. Contribute data to quarterly marketing reviews with key alliance executives (internal and partner) to review success/progress, identify gaps and maintain executive alignment and support. Responsibilities include SFDC creation, Tableau reporting, create and maintain planning decks and event status reports.

Your Experience

• Proven track record of success in a partner marketing role within the cloud service provider or cybersecurity industries.

• 5-10+ years of enterprise marketing experience, including partner marketing

• 4-year bachelor's degree in marketing or similar

• Demonstrable experience and expertise working with organizations such as Amazon Web Services (AWS), Google Cloud Platform (GCP) and other Independent Software Vendors (ISVs), Managed Service Providers (MSPs), Systems Integrators (SIs)

• Good communication (written and verbal), reporting, and presentation skills

• Ability to work in a highly cross-functional environment to drive outcome-based plans, programs, and execution

• Familiarity with leveraging AI to draft communications and content

• Understanding of a broad range of marketing activities, disciplines, and tactics, including field marketing, digital marketing, and industry events

• Demonstrated pipeline impact of partnerships and programs

• Highly motivated, self-starter that can build and launch programs and communications within budget and effectively manage multiple timelines

• Ability to travel

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/commissioned roles) is expected to be between $100000 - $163000/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Being the cybersecurity partner of choice, protecting our digital way of life.

Your Impact

• Design and develop high-volume, low-latency applications delivering high-availability and performance
• Contribute in all phases of the development lifecycle
• Write well designed, testable, efficient code
• Ensure designs are in compliance with specifications
• Prepare and produce releases of software components
• Support continuous improvement by investigating alternatives and technologies and presenting these for architectural review
• Communicate with devops and cross functional team to deliver the project smoothly

Your Experience

• 8+ years experience design develop and deliver services at scale
• Experience/Familiar with GoLang is strongly preferred. Python
• Object oriented analysis and design using common design patterns.
• Ability to think abstractly and solve complex problems
• Understanding and previous experience implementing authentication schemes such as OAuth2, SAML
• Must Have Advance knowledge of any server side programming language. Javascript(ES6), Node JS is preferred.
• Ability to quickly learn and understand complex APIs - REST, streaming, webhooks
• Knowledge of SQL & NoSQL (including mysql & dynamodb) and strong database modeling skills
• Experience with queueing/pub-sub technologies (Redis, RabbitMQ etc)
• Familiar with Jenkins, Docker, Kubernetes , Git is preferred
• Familiar with Micro Service architecture is preferred.
• Familiar with typescript, express or Hapijs is preferred.
• Deep understanding of code vulnerablities (security issues, type-safe code, sql injections, XSS etc.)
• BS/MS degree in Computer Science, Engineering or equivalent military experience required

We define the industry, instead of waiting for directions. We need individuals who feel comfortable in ambiguity, excited by the prospect of a challenge, and empowered by the unknown risks facing our everyday lives that are only enabled by a secure digital environment.

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/commissioned roles) is expected to be between $147000/YR - $237500/YR. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .

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

Being the cybersecurity partner of choice, protecting our digital way of life.

As a Service Delivery Leader, you will be the Voice of the Customer, managing the services engagement for our most strategic customers. In this role, you will be the post-sale services leader and point of contact for your customer - leading the services engagement to deliver value - driving adoption and consumption across the Palo Alto Networks’ Security platform.The Service Delivery Leader partners with a team of services professionals working across our product platform - NextGen Firewall, Access, Cloud, and Security Automation including product subject matter experts. Our services teams work to deliver committed outcomes and support customers in maximizing the value of their investment in Palo Alto Networks. In this role, you will work closely with customer CISOs, CIOs, CTOs, and leaders from security teams in Network, Cloud, and Security Operations Centers. You will be working with the world’s largest and most well-known organizations.Your Impact

• Account Management
  • Account ownership and relationship management for Palo Alto Networks’ largest customers
  • Primary services point of contact for the services life-cycle from contract award, customer deployment, adoption, consumption and support.
  • Engage across the customer organization from end user to operations and the C-suite
  • Partner with Sales teams to develop success plans, assess customer health, identify expansion opportunities, and ensure renewals.
  • Engage with our Professional Services team who deliver outcome-based scopes of work from implementation, configuration and operation.
  • Engage and advocate for your customer across the Palo Alto Networks teams including Product Management, Engineering and Support.
• Delivery Execution & Technical Delivery

• Maintain the executive relationships and act as an escalation point within the engagement ensuring tight stakeholder alignment, offering proactive and prescriptive advice resulting in outstanding Customer Success.
• Deliver high client satisfaction (CSAT) by consistently meeting/exceeding service delivery goals and metrics
• Accelerate customer adoption working with the customer to determine success criteria and then leading the services team to execute the success strategies, supporting customers in consuming product capabilities confidently from on-boarding, adoption and consumption across a portfolio of Palo Alto Networks cyber security products.
• Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives.
• Track and report on customer success metrics including net promoter score, customer satisfaction, service level agreements, and value realization.

• Opportunity Management
  • Partnered with Sales Teams, will engage in pre-sales activities, acting as the delivery expert across the portfolio of products and engaging subject matter experts across the organization to support the development of services opportunities.
  • Understands the value of our platform and security technologies in order to translate customer business requirements into service delivery capabilities that may benefit your customer.

Your Experience

• 7+ years of professional experience in a customer-facing role, managing high-touch, high-visibility services engagements
• A successful track record of working effectively in a highly matrixed and fast-growing organization
• Experience leading teams to deliver large technology programs to strategic customers with an expertise in delivering in 2+ of the following areas:
  • Network Security
  • Cloud Security
  • Product Development
  • Security Operations
• Experience managing services and/or delivery projects. Proven track record of delivering projects within defined timelines under high pressure. Project management certifications such as PMP or others is a plus.
• Experience driving business value for customers interacting with C-level executives, collaborating with technical leaders and engineering/networking teams
• Proven ability to build strong working relationships across multiple functions; adept at mediating conflict and fostering healthy dialogue
• Expertise in managing customer escalations, balancing customer expectations, and negotiating successful resolutions
• Proven ability to develop customer relationships, understand their businesses, and develop a shared vision for accelerating their business success
• Bonus: Client-focused program management
• Bonus: Skilled in customer success tools (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)
• Travel: Open to occasional travel according to the need for your strategic customer engagement. Potential for 10-15%.
• This role will support the West Coast.

Key competencies

• Customer Focused - tactful, resolute and committed to providing excellent customer service
• Relationship building - experience partnering with colleagues in other departments, service delivery partners and contractors to achieve targets
• Communication Skills - Able to deliver technical presentations competently- Demonstrated the ability to interface with customer management on a regular basis
• Delivering results - able to plan and organize self and work in order to achieve objectives and targets
• Decisive - must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Technical - Maintain in-depth knowledge of product offerings
• Tools - Experience working with Customer Relationship Management workflow systems

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

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/commissioned roles) is expected to be between $123,400/yr to 167,500

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