Service Delivery Leader

Our Mission and Company Overview

At Palo Alto Networks®, our shared mission is to safeguard the digital way of life. We stand at the convergence of innovation and impact, tackling real-world challenges through advanced technology and bold ideas. Each team member's voice matters here, contributing to a culture where every concept counts. If you seek meaningful work alongside passionate professionals, join us.

Our identity is shaped by values such as Disruption, Collaboration, Execution, Integrity, and Inclusion. We integrate AI into all facets of our work, enhancing individual impact. Our remote work culture fosters collaboration across geographies to solve significant problems, stay close to our clientele, and grow collectively in a foundation of trust, accountability, and mutual success.

Role Summary

The Service Delivery Leader role focuses on managing the customer lifecycle with an account-centric approach, acting as the customers' primary post-sales interface to promote adoption and utilization of Palo Alto Networks’ products. You will engage with CISOs, CTOs, and technical teams worldwide to deliver value and maximize security investments.

Key Accountabilities

• Ownership and management of major customer accounts and relationships.
• Primary contact for multiple product lines across Cloud, DevSecOps, Network, and AI security supporting the customer's journey.
• Cross-functional collaboration involving clients from end users to C-suite and coordination across internal teams.
• Development and management of customer planning, deployment, adoption strategies, account reviews, and escalations.
• Customization of product delivery matching customers’ technical environments.
• Understanding and translating customer security priorities into effective success plans.
• Partnerships with Sales for success plans, customer health assessment, opportunity identification, and renewals.
• Collaboration with Post-Sales teams including Professional Services, Customer Success, and Support for coordinated delivery.

Qualifications and Experience

• Minimum of 8 years in a customer-facing role with high-touch, visible post-sales engagement experience.
• Specialized knowledge in software product and service delivery with expertise in at least one area: Cloud Security, DevSecOps, Network Security, or Security Operations.
• Demonstrated ability as a trusted advisor improving business value for customers, capable of engaging C-suite and technical/non-technical teams.
• Experience guiding customers through their journey with a focus on value realization, managing escalations, balancing expectations, and negotiating resolutions.
• Adaptability to matrix team environments, upholding core values of Collaboration, Disruption, Execution, Inclusion, and Integrity.
• Preferred experience includes client-focused program management and proficiency with customer success platforms such as Gainsight, Salesforce, Smartsheet, Clarizen, or Jira.
• Willingness for occasional travel up to 10-15% for strategic engagements and on-site visits.
• Fluent proficiency in English and Arabic is required.
• Applicants must reside in Saudi Arabia with eligibility for IQAMA VISA transfer or be nationals of Saudi Arabia or GCC countries.

Additional Information

Palo Alto Networks is an equal opportunity employer valuing diversity and inclusion. Reasonable accommodations are provided to qualified individuals with disabilities. The company commits to confidentiality aligned with EEO guidelines. This role is eligible for immigration sponsorship.