Senior Director, Technical Services (NetSec)

Your Career

As Technical Services Senior Director, you are the leader for a technical team of Professional Services and Customer Success Engineers that provides expertise and guidance in customers’ network security and zero trust post-sales journey. You will work closely with the GCS Area Leaders, Support and Technical Solutions Team to build strong relationships with your customers, ensure their success and establish Palo Alto Networks as a customer’s cybersecurity partner of choice. We seek a leader to develop our Technical Services teams, providing training and technical support as a solution expert. Additionally, you will provide feedback to the product management team on new feature requests and product improvements based on what you learn from your customer base.

This leader will manage and integrate technical consulting functions to deliver reliable deployment, scalable adoption, and measurable value to our enterprise customers across the JAPAC region. In a time defined by volatility, uncertainty, complexity, and ambiguity (VUCA), this role will ensure operational excellence, customer satisfaction, and strategic alignment across teams. As a Senior Leader, you'll also champion innovation and support process reengineering within the Technical Services team, relentlessly seeking out and implementing new technologies and optimized workflows to enhance efficiency. You'll also lead the design and integration of efficiency tools, empowering the team and streamlining operations to deliver superior technical services.

Your Impact

• Lead and oversee all post-sales technical service delivery in JAPAC ensuring consistent and high-quality execution for Palo Alto Networks’ NetSec 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

• Support Area Leaders to engage with executive-level customer stakeholders (e.g., CIOs, CISOs) to provide value reviews, and resolution of 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

  • Design and maintain the best resource mix across FTEs and contractors, maximizing quality and agility

  • 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

  • Collaborate with the Business Value Services (BVS) team to co-design and evolve services that fit the specific needs of the Japan market

  • 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

• Drive standardized delivery practices, proactive risk mitigation, and data-driven decisions across Areas to improve service health

• Foster a culture of continuous learning, agility, and innovation to respond to the JAPAC regions fast-changing customer and business environment

• Represent JAPAC region at a global level, sharing customer insights, local challenges, and opportunities for regional impact

• Ensure smooth execution of global and theatre-level GCS programs in JAPAC, while tailoring implementation to local needs