Manager, Technical Services (Network Security)

Job description

Our Mission 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. Who We Are 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. Job Summary Job DescriptionThe Technical Services Manager is a first-line people leader responsible for the day-to-day execution anddelivery quality of a Technical Services pod for the Global Delivery Center (NetSec). The role requires strong technical grounding, hands-on engagement with active engagements, and the ability to develop early-career engineers while consistently meeting customer commitments. You will own the health of your teams projects, act as the first escalation point for delivery issues, and partner closely with a SeniorManager or Director on staffing, capacity, and career-path planning. Delivery ExecutionOwn Engagement Quality: Ensure Professional Services and Resident Engineer engagements owned by your pod are delivered on-scope, on-schedule, and to defined quality bars — with weekly visibility into risks and blockers. Technical Oversight: Stay hands-on enough to review designs, validate architectures, and unblock engineers on Network Security (PAN-OS, Panorama, Prisma Access, SASE) product implementations.Capacity & Assignment: Match consultants to engagements based on skill, growth goals, and utilization; flag capacity gaps to leadership early.People Management1:1 Coaching: Run consistent weekly 1:1s with each direct report, actively coach on technical depth, communication, and customer skills, and drive individual development plans.Hiring & Onboarding: Own hiring for open roles on your pod — screening, interviewing, offer partnership with recruiting — and drive structured onboarding for new hires and CWs.Performance Management: Deliver clear, timely feedback; own performance reviews, promotion nominations, and performance improvement plans for your direct reports.Customer & StakeholderCustomer Relationship: Be a visible point of contact for the customers your pod serves; join key checkpoint calls and steer engagements when they drift.Sales Partnership: Work with Sales and Solutions Consulting on scoping, staffing, and effort estimation for new opportunities in your area.Escalation ResponseFirst Responder: Act as the first escalation point for delivery issues on your team's engagements — triage, own the recovery plan, and communicate clearly to both customer and internal stakeholders.Escalate Up: Know when to pull in the Senior Manager / Director early, with a clean summary of the situation and a proposed path. Qualifications Your ExperienceEducational Background: Undergraduate degree required in Computer Science, Engineering, or a related technical field.Leadership Foundation: 2+ years managing a team of 5–8 service delivery engineers, OR 8+ years of technical services / professional services experience with demonstrated team-lead responsibilities (mentoring, work assignment, quality ownership).Security Domain Expertise: Hands-on delivery experience with Network Security products — Palo Alto Networks NGFW / Panorama / Prisma Access / SASE preferred; equivalent experience with other enterprise firewall or SASE vendors considered.Delivery Rigor: Proven ability to manage multiple concurrent customer engagements without slippage, using a defined delivery methodology (statement-of-work, milestones, acceptance criteria).Coaching Skills: Track record of growing individual engineers — measurable examples of team members promoted, upskilled, or successfully onboarded onto complex customer work.Communication: Strong written and verbal communication in English; comfortable running customer- facing status calls and translating technical detail into next steps a non-technical stakeholder can action. The TeamOur technical services team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients post-sale. Our dedication to our customers doesnt 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 fix integrations and critical issues as they are raised Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to prov