Senior Manager, Technical Services (Network Security)

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.

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! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.

The Senior Manager, Technical Services leads multiple delivery pods within the Global Delivery Center Technical Services organization (NetSec) 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.

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