Manager, ASC Delivery, AMERS

Manager, ASC Delivery, AMERS

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Job Description

Summary

In the role of Manager, ASC Delivery AMERICAS, you will be responsible for managing all aspects of the Authorized Support Center program in our AMERICAS theatre. This includes managing partner performance within the program which includes helping partners increase the attach rate of their branded technical support services and Palo Alto Networks products. In addition to helping partners grow their services business, this role will be responsible for coordinating enablement opportunities, directly engaging with Palo Alto Networks Technical Assistance Center, and representing Partner Services to country and theatre leadership. Additionally, the Manager, ASC Delivery AMERICAS will be responsible for the performance of their employees (the Partner Services Managers) who maintain working relationships with the ASC partners as well as internal stakeholders. In this role you will need to have a thorough understanding of the channel business model, Global Support infrastructure and have strong analytical skills. The ideal candidate will have an eye for detail and be able to operationalize the strategic direction of the Authorized Support Center Program utilizing relevant data to analyse performance and areas for improvement. You will need to effectively communicate with various teams, including the Partner Services Program office, senior leadership, account teams and partner leadership. This individual will need to be highly adaptable and will need to be comfortable working with US-based leadership, as necessary.

This position will report to the Director, Partner Services.

Qualifications

Responsibilities:

• Establish Operational Excellence for the Authorized Support Center Program in the AMERICAS theatre.

• Identify operating strategies that help partners to contribute to realising the corporate strategic goal of expanding our partner ecosystem.

• Help Identify, develop, and implement operational processes for the team including program auditing and coaching, process improvement and adherence, and training.

• Develop and apply analytics that identifies areas of improvement opportunities; create processes that help close identified partner performance gaps.

• Effectively manage the Partner Services Managers that work within the theatre.

• Analyse the day-to-day operations of our partner services managers Strata Program activities and review what can be automated for better program alignment, working with the Partner Services Program Operations Manager to define the steps needed to implement process improvement.

• Must be comfortable leading both formally and informally across the organization to challenge the status quo and developing better ways to support the Partner Services Managers and our ASC Partners.

• Strategically represent partner needs into the Program Office to drive future program improvements.

• Develop and implement innovative enablement strategies to ensure consistently excellent ASC Partner interactions.

• Develop, communicate, and manage ASC Partner Program initiatives and product development objectives.

• Analyse metrics to identify opportunities for improvement with respect to ASC Partner performance, program objectives, etc.

• Communicate effectively with partners, stakeholders, and colleagues to drive performance excellence within the ASC program.

• Resolve issues in creative ways, exercise judgment in selecting methods and techniques to obtain solutions.

• Identifies and recommends best practices in the areas of partner management, partner selection and engagement.

Qualifications and Requirements

• BA/BS in computer science or equivalent (MBA a plus) or similar experience

• 10+ years experience in enterprise support and channel services delivery strongly preferred

• Needs a solid understanding of channel services delivery model

• 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

• Ability to become a Trusted Advisor: provides advice across multiple areas of expertise and builds broader capability

• Fluent in written and spoken English

• Willing to travel | pandemic permitting (˜25% worldwide)

• Position to be based in the United States

Additional Information

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[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.