Professional Services Manager
In this role, you will manage a group of services delivery professionals in your assigned territory. You will be responsible to drive professional services business, provide management oversight to your team the respective engagements the team is delivering, ensuring industry leading customer satisfaction and renewal rates for annuity-based engagements. You will lead a team and contribute significantly to achieve target billable utilization and realisation rates and specific services margins. You will personally involve yourself in the proposal creation phase for major deals to drive alignment on scope, cost, timeline and risks between delivery, account management team, partners and customers. You will also work closely with sales leader in each APAC region to conduct quarterly service deliver reviews with all assigned customers thus building relationships with all customers in your territory to ensure customer success and reference ability.
Provide strategic direction and input to the technical development of service delivery professionals.
Lead a team of services delivery professionals so that they can achieve their full potential and have a rewarding career with a specific focus on work life balance and active career development of all staff.
Manage the daily activities of the service delivery professional staff covering activities such as hiring, promotions, time off, expense reports, development growth, training, and where necessary disciplinary actions
Work with our partners to provide strategic direction and input to the development of their service product offerings service delivery capabilities.
Ensure customer technical requirements are met and progress is tracked via agreed workplans and quarterly service review meetings and associated reporting.
Support new business opportunities through the promotion of Professional Services capabilities and offerings
Strife to achieve a Net Promotor Score (NPS) of 8.0 or above for all engagements.
Achieve 80% or better renewal rates for any annuity-based engagements
Be an active participant in various management forums and provide input into the quarterly business review cycle as well as be proactive in escalating any customer impacting issues to the APAC PS leadership team.
Travel is likely to be required as and when Covid-19 travel restrictions are eased.
Undergraduate degree. Graduate degree (MBA or Master of) is preferred
7+ years managing teams of 10+ service delivery professionals technology focused preferred
Strong influencing skills and the ability to present at internal and external meetings and events regarding professional services
Ability to provide direction to and oversee multiple engagements concurrently and prioritize your workload proactively
Proven ability to exhibit a sense of urgency to deal with customer escalations yet remain calm and composed in your pursuit of resolutions.
Demonstrated leadership and team building capabilities
Excellent written and verbal communication skills both in English
Good technical knowledge of Internet security concepts and implementations/products would be a bonus but is not essential.
Our professional services team is critical to our success and mission. As part of this team, you enable the customer to be successful by providing support to our clients post the initial sale. Our dedication to our customers does not stop once they sign it evolves.
As threats and technology evolve, we stay in step to accomplish our mission. You will be involved in implementing new products, transitioning from old products to new, and will lead your team to achieve integrations and fix critical issues as they are raised. But you will not wait for them to be raised, you will seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
We are trailblazers that dream big, take risks, and challenge cybersecuritys status quo. It is simple: we cannot accomplish our mission without diverse teams innovating, together. To learn more about our dedication to inclusion and innovation, visit our Life at Palo Alto Networks page and our diversity website. 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. Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at ******.
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