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Sr. Director, IT Service Management

Company: Palo Alto Networks, Inc.
Location: Santa Clara
Posted on: November 23, 2022

Job Description:

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. We have the vision of a world where each day is safer and more secure than the one before. These aren't easy goals to accomplish - but we're not here for easy. We're here for better. 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. We're changing the nature of work. Palo Alto Networks is evolving to meet the needs of our employees now and in the future through FLEXWORK, our approach to how we work. From benefits to learning, location to leadership, we've rethought and recreated every aspect of the employee experience at Palo Alto Networks. And because it FLEXes around each individual employee based on their individual choices, employees are empowered to push boundaries and help us all evolve together. Your Impact

  • Responsible for all aspects of Service Management either partnering with other stakeholders and direct reports
  • Responsible for managing service desk supporting over 15K users on Mac, Windows, Chromebooks etc.
  • Define and implement a strategy to drive the adoption of service management and operational best practices
  • Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis,metrics reporting, and regular engagement with stakeholders
  • Work with business stakeholders and technology partners to define Service Management (Service Catalog, Request management, SLAs, Governance, reporting, Case Management, Knowledge Management, Incident (SLA/SLOs, Major Incident support), Problem (RCAs, Knowledge management), Asset, Change Management (CMDB, Service dependencies, IT comms), etc.
  • Work with product owners, stakeholders, and the ITSM dev team to prioritize, plan and execute work while balancing technical enhancements, tech debt management, and new feature development
  • Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
  • Recommend around policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
  • Own ITSM governance for all teams companywide
  • Design and implement policies and processes used to establish strong foundational practices while meeting business needs and balancing compliance with risk and cost Your Experience
    • Experience in the development and implementation of ServiceNow ITSM solution with strong operational experience
    • Experience in working with public cloud is a plus
    • Demonstrated ability to implement mature ITSM practices in a fast-growing organization
    • Technical understanding of Infrastructure and application components with a good understanding of cybersecurity
    • Experience in managing large global technical teams
    • Demonstrated ability to develop strong alliances with those outside of your immediate organization
    • 10+ years of hands-on technical experience combined with strong management and communication skills
    • B.A. or B.S. in Computer Science or similar field, related work experienceor equivalent military experience required Nature and Scope
      • Position reports to VP The Team You will be part of a growing, passionate, and dynamic team with an opportunity to work on challenging and exciting projects - centered on what we believe is one of the most significant mission statements in the world. We also strive to be the most people-centric company ever! That means we're constantly working to make your experience amazing, and you are part of the team breaking boundaries of what the workplace can be! Working at a high-tech cybersecurity company within Information Technology is a once-in-a-lifetime opportunity. You'll join the brightest minds in technology, creating, building, and supporting tools and enabling our global teams on the front line of defense against cyberattacks. We're connected by one mission but driven by the impact of that mission and what it means to protect our way of life in the digital age. Join a dynamic and fast-paced team of people who feel excited by the prospect of a challenge and feel a thrill at resolving technical gaps that inhibit productivity. 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 accommodations@paloaltonetworks.com. 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. The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer, the starting base salary (for non-sales roles) or base salary + commission target (for sales/commissioned roles) is expected to be between$197,000/yr - $289,700/yr.The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found . Covid-19 Vaccination Information for Palo Alto Networks Jobs
        • Vaccine requirements and disclosure obligations vary by country.
        • Unless applicable law requires otherwise, you must be vaccinated for COVID or qualify for a reasonable accommodation if:
          • The job requires accessing a company worksite
          • The job requires in-person customer contact and the customer has implemented such requirements
          • You choose to access a Palo Alto Networks worksite
          • If you have questions about the vaccine requirements of this particular position based on your location or job requirements, please inquire with the recruiter.

Keywords: Palo Alto Networks, Inc., Santa Clara , Sr. Director, IT Service Management, Executive , Santa Clara, California

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