Palo Alto Networks’ Director of GCS NPI Readiness manages and sets direction for the team that represents the Global Customer Services (GCS) organization in all aspects of new product introduction, from product concept definition through the End of Life phase, to ensure that Reliability, Availability, and Serviceability (RAS) is designed into the product, and prepare the worldwide Services organization with the technical knowledge to support the products and provide services at GA. We are seeking an exceptional people leader who is excited about leading a world-class services’ NPI, Readiness, and Training team in a fast-paced environment. The ideal candidate will have a passion for both people and process. The role provides great perspective and exposure to GCS business, leadership, and operations.
In this role, you will provide leadership to the team to ensure that program inputs and requirements are transformed into appropriate outputs and results. You and your team will identify, manage, and mitigate risks through the creation of repeatable processes allowing scale and leverage. The ideal candidate must have knowledge of Service and Support business processes and a desire to help Palo Alto Networks continue to deliver a Legendary Services’ experience for our customers and partners.
Responsibilities:
Owns NPI for GCS and represents GCS in multiple new product core teams.
Provides input to GCS management regarding staffing and capital equipment requirements to support new products.
Reviews and provide input to marketing and product requirement definitions to ensure that RAS features are included.
Coordinates the development of product support plans and the documentation review process.
Develops relationship and process to support a 3rd party product, product requiring a 3rd party partner involvement, or product requiring an outsource support plan.
Establishes and executes procedures for efficient operational reporting, risk management and issue resolution.
Leads management of key information (e.g., assets, size, layout, etc.) pertinent to effective service operations.
Manages projects and team to promote productivity and effectiveness.
Qualifications:
Bachelor's degree in a technical field, Masters in Computer Science, MCSE, or equivalent experience in a software and hardware support environment.
At least 8 years of senior leadership experience in Global Support and Services role.
Minimum 10 years of experience in data communications, preferably field engineering or technical support, with at least 5 years of experience with new product introduction, related engineering, or program management role. Working knowledge of software/hardware interaction is required.
PMP preferred, Six Sigma training preferred
Has a Customer Service orientation
Acquisition analysis and integration management
Understands product development/QA methodology
Extremely high ability to articulate and document strategic roadmaps, linkages between concepts, and help map to end state outcomes
Proven leadership abilities
Displays passion for & responsibility to the customer
Displays leadership through innovation in everything you do
Displays a relentless commitment to win
Now submit your application online and subscribe to email or follow us on twitter to get similar jobs in the future.
Posts
