Professional Services Manager

Company Description
**Our Mission**

At Palo Alto Networks® everything starts and ends with our mission:
Being the cybersecurity partner of choice, protecting our digital way of life.

We have the vision of a world where each day is safer and more secure than the one before. These aren’t easy goals to accomplish - but we’re not here for easy. We’re here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we’re looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Disruption is at the core of our technology and on our way of work to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. We’re changing the nature of work from benefits to learning, location to leadership, we’ve rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve, together.

**Job Description**:
**Your Career**

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.

**Your Impact**
- 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

**Qualifications**:
**Your Experience**
- 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

Additional Information
**The Team**

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, t