Outsourcing & Partner Support, Program Manager

Job Summary

Reporting to the Sr. Director, Global Outsourcing & Partner Support, the Outsourcing & Partner Support Program Manager is responsible for leading regional Service Delivery Partner (SDP) performance. This role provides direct leadership to drive strategy, operational excellence, and measurable outcomes for one or more global outsourcing partners to achieve critical KPIs while enabling scalable, industry‐leading support operations with an emphasis on AI‐enabled tooling. The role is remote; distance is no barrier to impact and our hybrid teams collaborate across geographies to solve big problems, stay close to our customers, and grow together. This is a people‐management and outsourced service delivery leadership role focused on technical support operations and SDP performance, not a software development or IT project management role.

Key Responsibilities

• Manage and grow relationships with one or more global outsourcing partners to ensure alignment to business objectives, operational standards, and service expectations.
• Partner with SDPs to improve operational efficiency, scalability, and flexibility through training and cross‐training strategies and expanded program/product case‐handling capability. Own and drive outsource partner support KPIs, including CSAT, MTTR, backlog aging, and engineer productivity. Ensure adherence to SLAs and established escalation frameworks; identify and address risks to compliance. Oversee case lifecycle management, queue health, workload distribution, and operational readiness across assigned partners. Develop and execute backlog reduction strategies, including aged‐case burn‐down plans and continuous improvement actions.
• Lead forecasting and financial performance management with partners to meet budget requirements and staffing plans.
• Leverage current and future toolsets, particularly AI‐enabled solutions, to automate workflows, expand customer/partner self‐service, reduce time to resolution, and improve quality of service.
• Support the development and ongoing management of the Channel Partner/Managed Service Provider (MSP) support program to improve case quality, maintain required training and certification levels, and enhance the Channel Partner/MSP customer experience.

Qualifications

• Leverage AI technologies to drive operational efficiencies and measurable service improvements.
• Manage multiple priorities and align strategic objectives, individual goals, and global team goals to departmental outcomes.
• Collaborate effectively across global support teams, security services, sales, operations, channel partner teams, and leadership to influence and improve SDP performance.
• Apply strong analytical capability, including using data from tooling and reporting solutions to identify trends, inform decisions, and deliver results.
• Demonstrate executive‐level communication and presentation skills, conveying strategy, solutions, and performance outcomes to partners and internal stakeholders.

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 [email protected].

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.

Is role eligible for immigration sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.