In the role of Senior Manager, Support Delivery Solutions Architecture you will be expected to provide strategic direction relevant to people, process, and systems as well as identify any associated dependencies for all of these subject matter areas within Customer Support. In this role you will need to have a deep technical understanding of the Global Support infrastructure as well as the underlying Business processes. The ideal candidate will have an eye for detail, can connect the dots, and will recognize areas of improvement within the current operating model. This individual will need to be highly adaptable and creative while demonstrating the ability to continually adjust to the ever-changing needs of the Business as the Support organization continues to scale. This candidate will be expected to design solutions that meet the organization's long term goals and can work independently in a fast paced environment.
This position will report to Director, GCSD Business Architecture & Strategy Execution.Responsibilities:
Align technical requirements and outcomes to Global Customer Support Delivery’s organizational goals
Define highly complex strategic solutions and effectively communicate proposed changes at all levels within the organization
The ability to architect high-level technical requirements while also drilling down to the details for USER story consumption
Work with Business stakeholders and supporting teams to assess business requests, evaluating their potential effectiveness
Drive cross-functional discussions with Business stakeholders to define new capabilities, requirements, and USE cases
Develop and present technical solutions and end-user trainings
Support Change Management activities, communication planning, and feedback loop efforts pre-and-post project deployments
Understand the project life-cycle and Agile implementation methodologies
Qualifications and Requirements
BA/BS in computer science or equivalent (MBA a plus) or similar experience
5+ years experience in enterprise support and service delivery preferred
5+ years managing teams (on / off Shore)
Needs a deep technical understanding of systems: CRM, Contact Center, Collaboration
Solid technical understanding of Palo Alto Networks product line
Fundamental Program and Project Management skills
Fundamental BI/Analytics experience
Demonstrated leadership skills in team and/or group settings, including team process
Excellent interpersonal and teamwork skills
Self-motivated and detail oriented with the ability to think and act strategically
Strong written and verbal communication skills
Strong problem solving, analytical and negotiating skills
Ability to work in a fast-paced environment a must
Ability to work with a diverse group of people of different skills, backgrounds, organizations and management levels
Fluent in written and spoken English
Willing to travel | pandemic permitting (˜25% worldwide)
Position is US based
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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 [emailprotected].
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.