Director, Technical Services

Our Mission
At Palo Alto Networks everything starts and ends with our mission:

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.
Our vision is a world where each day is safer and more secure than the one before. 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.
Who We Are
We take our mission of protecting the digital way of life seriously. We are relentless in protecting our customers and we believe that the unique ideas of every member of our team contributes to our collective success. Our values were crowdsourced by employees and are brought to life through each of us everyday - from disruptive innovation and collaboration, to execution. From showing up for each other with integrity to creating an environment where we all feel included.
As a member of our team, you will be shaping the future of cybersecurity. We work fast, value ongoing learning, and we respect each employee as a unique individual. Knowing we all have different needs, our development and personal wellbeing programs are designed to give you choice in how you are supported. This includes our FLEXBenefits wellbeing spending account with over 1,000 eligible items selected by employees, our mental and financial health resources, and our personalized learning opportunities - just to name a few
At Palo Alto Networks, we believe in the power of collaboration and value in-person interactions. This is why our employees generally work full time from our office with flexibility offered where needed. This setup fosters casual conversations, problem-solving, and trusted relationships. Our goal is to create an environment where we all win with precision.
Job Description
Your Career
As Technical Services 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
  

Qualifications
Your Experience

• 10+ years of experience in technical services, professional services, customer success, support or related functions within a high-growth SaaS/cloud enterprise environment
• 5+ years of experience in a leadership role managing regional teams, including direct and matrixed reporting lines
• Demonstrated success in managing performance against KPIs related to deployment, adoption, margin, utilization, and CSAT
• Direct experience engaging with executive-level customers in Japan
• Background in cybersecurity or enterprise IT preferred
• Bachelor's degree in a STEM field or Master's degree or MBA preferred or equivalent military experience required
• Willingness to travel up to 20–30% within JAPAC and occasionally globally
• Deep expertise in the field of Network Security, ideally with exposure to Palo Alto Networks Products
  

Additional Information
The Team
Our technical 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 problem solvers that 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
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.
All your information will be kept confidential according to EEO guidelines. Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Consulting
• Industries Computer and Network Security

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