Director, Technical Services

Summary

Join Palo Alto Networks as the Director of the Technical Services Resource Management Office (RMO) and lead a global team responsible for allocating and utilizing resources within the Technical Services organization. You will oversee resource availability, forecast future needs, and match resources to projects to optimize productivity and meet deadlines. This role involves leading Resource Management, Capacity Planning, and Vendor Management functions, partnering with various teams to ensure Technical Services has the resources needed to achieve its goals. You will own capacity planning processes, lead the staffing process, drive interlocks across the organization to review resource allocation, and manage RMO governance and vendor management. The position requires 10+ years of experience in customer-facing technology services projects and a BS or Business bachelor’s degree. Compensation is expected to be between $121,000 - $196,000/YR, and may include restricted stock units and a bonus.

Requirements

• 10+ years in customer-facing technology services projects in a Resource Management capacity including understanding of Professional Services consulting business in a technology product and/or services company
• BS or Business bachelor’s degree
• Self-starter, solution-oriented, and willing to learn
• Exceptional communication, influencing and analytical skills
• Strong oral presentation, listening and influencing skills
• Proven problem solving and collaboration skills
• Familiarity with forecasting processes and tools
• Understanding of organizational goals and strategic priorities; ability to work under pressure and manage multiple priorities
• Requires managing the process worldwide, so must be willing to work outside normal local work hours on occasion
• Experience using a Professional Services Automation tool to manage projects, skills and resources
• Ability to make assessment and judgment calls quickly and accurately
• Advanced Excel / Google Sheet skills, mathematical aptitude

Responsibilities

• Oversee the global team responsible for the allocation and utilization of resources within the Technical Services organization, ensuring efficient project staffing by monitoring resource availability, forecasting future needs, and matching resources to projects to optimize productivity and meet project deadlines
• Lead the Resource Management, Capacity Planning, and Vendor Management functions
• Partner with Technical Services Business Leaders, Finance, Technical Services Operations, Sales Operations, and Contingent Workforce teams
• Ensure that Technical Services has the resources it needs to achieve its goals, including the capacity to meet current and future demands
• Own process and capacity models to forecast headcount needs by geo and skillset
• Assess supply and demand by leveraging the capacity planning expertise on the team
• Collaborate with Executive leadership and Finance to determine staffing needs based on supply, demand and skills
• Lead distributed team that facilitates the fulfillment of staffing requests and prioritizing resource requests, working with Project Managers and other team members to ensure the right staff assignments are made in right timeframes
• Centralize the reporting & insights of resource requests globally to highlight challenges and path to resolve routine skillset gaps
• Drive rigorous interlocks across the organization to review pipeline impacts on near term demand & resource allocation / forecasting calls to review planned & actual workload
• Highlight over or under utilized resources and propose corrective actions
• Develop strategies with business to optimize team composition and skill sets to meet demand
• Own regular cadence and framework of reporting RMO KPIs
• Leverage the team to conduct audits on skills accuracy and timesheet compliance
• Manage the global Technical Services Vendors by putting in place governance structures to track vendor performance
• Leverage vendors to address short term and long term Technical Services capacity gaps via existing or new vendors
• Manage the onboarding process of new suppliers
• Drive transformative projects across the RMO team in support of data integrity, leveraging automation / tooling where possible

Benefits

• The compensation offered for this position will depend on qualifications, experience, and work location
• For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between $121000 - $196000/YR
• The offered compensation may also include restricted stock units and a bonus