Program Manager - Managed Security Service Provider

Palo Alto Networks
Full time Full day
Plano, TX

Company Description

Our Mission

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

Job Description

Your Career 

The Professional Services Program Manager will be the primary point of contact for all new Managed Services Security Partners and customers.  The Professional Services Program Manager will lead services programs and projects as part of the delivery cycle, including handling all deployment resources and ensuring that all deliverables are met and delivered on-time and under budget. The Program Manager will drive customer deployment programs and projects including program, process initiatives, as well as partner with IT on systems and infrastructure processes.  The Program Manager will onboard all new Managed Services Security Partners, be the escalation interface and drive successful engagement between MSSP and customer.  

Your Impact 

  • Determine project partners and team structure/organization partners will include technical and business resources

  • In conjunction with project partners, help ensure the definition of project scope, requirements, and deliverables

  • Develop project timeline and landmarks using appropriate tools and techniques

  • Build and execute project work plans and revise as appropriate to meet changing needs and requirements

  • Identify resources needed and assign individual responsibilities and tasks

  • Run day-to-day operational aspects of a project and scope

  • Work on services operational projects that target new services IP delivery, partner communications, scheduling, etc.

  • Review deliverables prepared by team before passing to client

  • Effectively apply Palo Alto Networks Project Management methodology and implement project standards

  • Minimize our exposure and risk on all projects

  • Ensure project documents are complete, current, and stored appropriately

  • Track and report team hours and expenses on a weekly basis

  • Onboard new Managed Services partners

  • Perform joint Managed Services Project Kick off sessions with Partners and End customers

  • Monitoring work performance for accuracy, timeliness, efficiency and adherence to Contract requirements

  • Coordinating the resolution of Contract problems and the implementation and completion of problem escalation procedures

  • Perform Quarterly Service reviews with each Managed Service Partner to ensure SLA’s are being met and contracts are being adhered to

  • Point of contact for escalations from project team, customer, and stakeholders

  • Ensure project goals and SLAs are met within the established time frame, budget, quality, and customer service standards


Your Experience 

  • Experience interfacing with Managed Services Providers to monitor services, manage escalations and meeting established SLAs.  

  • BS in Computer Science, MIS, Business, or equivalent education/training/experience

  • 8+ years of related work experience or leading complex projects and programs desired

  • Analyze project profitability, revenue, margins, bill rates, and utilization

  • Experience interfacing and presenting to executive leadership

  • Strong proficiency with project management software, such as Microsoft Project, @task, or SmartSheets

  • Good presentation skills including written, oral, presentation

  • Good organizational skills including tool utilization (spreadsheets, project management tools, mind maps), information collection, attention to detail, and prioritization

  • Strong interpersonal skills including appreciation and the ability to elicit collaboration from a wide variety of sources, including upper management, clients, and other departments

  • Flexible to shifting priorities, demands, and timelines; able to promptly and expertly react to project adjustments and alterations

  • Experience managing large scale (Global) deployments with multiple projects, teams and resources

  • Project Management Institute PMP(r) certification or equivalent a plus

  • Experience with Google’s G Suite (Drive, Docs, Sheets, and Slides) is a plus

Additional Information

The Team

Our professional 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 doesn’t stop once they sign – it evolves. 

As threats and technology evolve, we stay in step to accomplish our mission. You’ll be involved in implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised. But you won’t wait for them to be raised, you’ll seek them out, too. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.

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 providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [email protected]

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.


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