Job Description

YOUR CAREER

The Service Delivery Manager (SDM) - Offshore, is responsible for the delivery of all service elements to customers from the dedicated offshore delivery centre in Bogota, Colombia.  The SDM will manage the delivery of remote services for all those customers, globally, who have purchased such services. This will include scheduling of service delivery efficiently and in a manner such that it is aligned to workload as well as ensure the highest levels of customer satisfaction. The SDM will be the primary interface to the outsourced service provider who employs the staff. The SDM will be responsible to drive quality, suitability and availability of staff and work with said service provider to ensure capacity matches demand. In effect the SDM will be the Palo Alto Networks representative within the outsourced offshore delivery centre. The SDM will also be the first point of contact for customer escalations and she/he will take ownership of escalations and work with the relevant teams within Professional services and the outsourced service provider’s management to drive such escalations to resolution.  

YOUR IMPACT

In this role, you will lead a team (initially 10) consisting of assigned personnel with specific skills and training pertaining to the delivery of a small set of very narrowly and  well-defined service offers.  You will work closely with the outsourced staff provider to ensure capacity and quality is in line with expectations. In this role you will report directly the Senior Director for Professional Services  Global Scale Teams and you will be based in a location that is time zone aligned to LATAM.

• Determine customer and Palo Alto project contacts from Statements of Work
• Identify resources needed and assign the resource assignment to the engagement
• In conjunction with project stakeholders, establish project kickoff process and project start dates
• Develop project schedule using appropriate tools and techniques, revise as appropriate to meet changing needs
• Ensure that all team members (internal and Customer) understand the scope of the project as well as what they are individually responsible for.
• Maintaining schedules of what tasks are required to be completed by what date.
• Coordination and communication of schedule information to the entire team
• Create and execute project work schedules and revise as appropriate to meet changing needs.
• Ensure project documents are complete, current, and stored appropriately
• Track and report team hours on a weekly basis
• Track and report project/assignments status on a weekly basis
• Provide strategic direction and input to the technical development of the assigned team members.
• Interface with the outsourced staff provider on staff levels, training needs, etc.

Qualifications

Required:

• 5+ years managing teams from a resource management perspective of 20+ technical consultants.
• Proven ability to multi-task and keep track of large number of engagements running in parallel.
• Strong technical knowledge of Internet security concepts and implementations/products.
• Demonstrated leadership and team building capabilities.
• Excellent written and verbal communication skills.
• Excellent attention to detail and ability to generate executive summary reports.

Desired:

• Hands-on experience with the following technologies: Routing, Switching, VPNs, LANs, WANs, IPsec, and Encryption Technology.
• Familiarity with Clarizen project management software
• Security certifications such as CISSP and or others.

Education:

• Required: Undergraduate degree in a related field (EE, CE, IT, etc.)
• Desired: Graduate degree (MBA or Master of Engineering)

Additional Information All your information will be kept confidential according to EEO guidelines.