Director, Professional Services NetSec (Strategic West & Commercial)

Job Summary

As the Director of Professional Services for the Western Strategic and Commercial segments, you will be the strategic leader driving the execution of our Network Security (NGFW) and SASE consulting business. You will architect a scalable operating model for technical delivery, leading a high-caliber team of managers and experts. This role serves as a critical bridge between Sales, Product Engineering, and the customer, ensuring our technology transforms into realized security value and drives business outcomes.

Key Responsibilities

• Set the strategic vision and direction for all post-sales technical service delivery in the area, 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.

• Serve as the Leadership Sponsor for strategic accounts, engaging with executive-level customer stakeholders (e.g., CIOs, CISOs) to provide value reviews and resolve high-stakes 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.

• 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.

• 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.

• Standardize and continuously optimize the NetSec operating rhythm and delivery practices to improve service health.

• Represent defined areas at a global level, sharing customer insights, local challenges, and opportunities for regional impact.

• A significant portion of your impact is external: collaborating with the sales leadership team, product, portfolio, and support teams, where you will act as the Professional Services liaison to enable client success. You will build strong customer relationships and be the point of contact for successfully handling customer escalations to maintain high customer satisfaction.