Director, Professional Services NetSec; Strategic West & Commercial

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.

Our vision is a world where each day is safer and more secure than the one before. 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.

This role is remote, but distance is no barrier to impact. Our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. You will be part of a culture that values trust, accountability, and shared success where your work truly matters.

As the Director, Professional Services for our Western Strategic and Commercial segments , you will be the strategic leader driving the execution of our Network Security (NGFW) and SASE consulting business. You aren't just managing a team; you are architecting the operating model that allows our technical delivery to scale alongside our most dynamic commercial accounts. Leading a high-caliber team of management and delivery experts, you will act as the bridge between Sales, Product Engineering, and the customer to ensure our technology transforms into realized security value.

• Set the strategic vision and direction for all post-sales technical service delivery in the area, ensuring consistent and high-quality execution for Palo Alto Networks’ Net Sec Products.

• Act as the single point of accountability for technical services, interfacing with GCS, Sales, Product, Engineering, and Partner teams to ensure alignment and delivery of business outcomes.

• Serve as the Leadership Sponsor for strategic accounts, engaging with executive-level customer stakeholders (e.g., CIOs, CISOs) to provide value reviews and resolve high-stakes escalated issues.

• Build and develop a high-performing team of technical professionals through hiring the best talent in the industry, mentoring, coaching, and performance management in line with the defined capability requirements for the team.

• Drive and achieve the following business and operational objectives:

• Maintain consistently high utilization of PS consultants through optimal planning and backlog management.

• Reduce Time to Value (TTV) by accelerating deployment and adoption timelines.

• Contribute to Service Sales Growth by enabling scalable, value-driven technical offerings.

• Achieve global target service margin ratios through delivery efficiency and cost control.

• Build and sustain strong,
  strategic relationships with subcontractors and delivery partners.

• Ensure high levels of customer satisfaction (CSAT) through proactive support and continuous improvement.

• Drive continuous improvement across the delivery of Netsec Professional Services and Customer Success Engineering, through the use of Automation and AI to drive efficiency, quality, and scale.

• Standardize and continuously optimize the Net Sec operating rhythm and delivery practices to improve service health.

• Represent defined areas at a global level, sharing customer insights, local challenges, and opportunities for regional impact.

• A significant portion of your impact is external: collaborating with the sales leadership team, product, portfolio, and support teams, where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.

• 10+ years of experience in Professional Services, Customer Success, or Technical Support within a high-growth SaaS/Cloud environment, with 5+ years in a formal leadership role managing regional and/or matrixed teams.

• Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT.

• Strong foundational understanding of Internet security concepts and products, with a demonstrated knowledge of NGFW and SASE (Secure Access Service Edge) architecture and its components.

• Demonstrated experience running a profitable…