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Service Delivery Leader

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Palo Alto Networks Italia

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Location:
Australia , North Sydney

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Service Delivery Leader is an expert-level, high-visibility role within the GCS organisation. This position is responsible for the post-sales strategic orchestration and commercial expansion of our most complex, large-scale accounts. The successful candidate will act as a 'Chief of Staff' for service delivery, ensuring that our technology creates measurable business value for the customer while driving proactive service monetisation for the business.

Job Responsibility:

  • Strategic Executive Alignment: Build and maintain high-impact relationships with C-suite and senior-level stakeholders (including CTOs, CISOs, and Department Heads). Act as a trusted advisor, aligning our service delivery with the customer’s overarching business transformation goals.
  • Commercial Growth & Opportunity Capture: Partner proactively with Sales to identify and execute strategic plays. Being instrumental in expanding the platform footprint and securing high-value opportunities by demonstrating the tangible ROI of our service delivery.
  • Account Health & Value Realisation: Act as the primary bridge between the customer’s long-term vision and our technical service roadmap. By ensuring consistent value realisation and operational excellence, the SDL will mitigate risk, prevent churn, and create a foundation for maximum footprint expansion.
  • Executive Escalation Management: Serve as the autonomous point of contact for complex, high-pressure escalations, providing confident de-escalation and resolution at the executive level.
  • Technical Roadmap Guidance: Translate complex business requirements into service delivery strategies, confidently discussing technology roadmaps and platform evolution with technical leaders.
  • Cross-Functional Partnership: Drive tight Sales-to-Service handoffs and navigate internal matrixed organisations to advocate for customer requirements and product enhancements.

Requirements:

  • 8+ years of professional experience in a customer-facing role, managing high-touch, high visibility post-sales engagements
  • Strategic Leadership: Proven track record of managing enterprise-scale accounts
  • Commercial Acumen: Demonstrated ability to identify commercial 'white space' and partner with Sales to drive service revenue.
  • Communication: Expert-level verbal and written communication skills, with the ability to influence at the C-suite level.
  • Operational Independence: Ability to work with minimal oversight in high-stakes environments where decision-making has significant revenue and reputational impact.
  • Proven results working as a trusted advisor to drive business value for customers, including the ability to interact with C-suite through client teams at various levels of technical and non-technical depth
  • Expertise in customer guidance throughout their Journey focusing on Value Realization in addition managing customer escalations, balancing customer expectations, and negotiating successful resolutions
  • Thrive in a matrixed, team environment, anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity

Nice to have:

  • Bonus - Client-focused program management
  • Bonus - Skilled in customer success software (i.e. Gainsight, Salesforce, Smartsheet, Clarizen, Jira)

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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