Service Delivery Team Lead

工作内容

Company Description

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 are not easy goals to accomplish – but we are not here for easy. We are here for better. We are a company built on the foundation of challenging and disrupting the way things are done, and we are looking for innovators who are as committed to shaping the future of cybersecurity as we are.

Job Description

The Service Delivery Team Lead (SDTL) – Scale Team India, is responsible for the delivery of all service elements to customers from one of several dedicated offshore delivery teams located in Nodia, India. The SDTL will manage the delivery of remote services for all those customers, globally, who have purchased the services that this dedicated delivery team are experts in. 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 SDTL will be responsible to drive quality, suitability and availability of staff and work with the outsourced staff service provider and the Scale team management to ensure capacity matches the demand. In effect the SDLT will be responsible for all matters that relate to the quality and capacity of assigned delivery team. The SDLT will also be the first point of contact for customer escalations, and will take ownership of escalations and work with the relevant teams within the entire Scale team and indeed the global Professional services and the outsourced service provider’s management team to drive such escalations to resolution.

In this role, you will lead a team 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 Delivery Manager for Scale Team in India and you will be based in India with a preference for the city of Noida

Responsibilities

• 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.
  

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Qualifications

• 5+ years managing teams from a resource management perspective of 10+ 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.
• Hands-on experience with the following technologies: Routing, Switching, VPNs, SASE, and Encryption Technology preferred.
• Familiarity with Clarizen project management software will be viewed favourably
• Security certifications such as CISSP and or others.
• Undergraduate degree in a related field (EE, CE, IT, etc.)
  

Additional Information

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 through the deployment, implementation and beyond. Our dedication to our customers does not stop once they sign – it evolves.

Our Commitment

We are trailblazers that dream big, take risks, and challenge cybersecurity’s 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 accommodations@paloaltonetworks.com.