Outsourcing & Partner Support, Program Manager

About CyberArk

CyberArk, a Palo Alto Networks company, is the global leader in identity security, trusted by organizations around the world to secure human and machine identities in the modern enterprise. CyberArk’s AI-powered Identity Security Platform applies intelligent privilege controls to every identity with continuous threat prevention, detection and response across the identity lifecycle. With Identity Security, organizations can reduce operational and security risks by enabling zero trust and least privilege with complete visibility, empowering all users and identities, including workforce, IT, developers and machines, to securely access any resource, located anywhere, from everywhere. Learn more at cyberark.com.

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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.
 
Role Scope:
This is a people-management and outsourced service delivery leadership role focused on
technical support operations and Service Delivery Partner (SDP) performance. It is not a
software development role or an IT project management role.

Key Responsibilities:
1. Manage and grow relationships with one or more global outsourcing partners to
ensure alignment to business objectives, operational standards, and service
expectations.
2. Partner with SDPs to improve operational efficiency, scalability, and flexibility
through training and cross-training strategies and expanded program/product
case-handling capability.
o Own and drive outsource partner support KPIs, including CSAT, MTTR,
backlog aging, and engineer productivity.
o Ensure adherence to SLAs and established escalation frameworks;
identify and address risks to compliance.
o Oversee case lifecycle management, queue health, workload distribution,
and operational readiness across assigned partners.
o Develop and execute backlog reduction strategies, including aged-case
burn-down plans and continuous improvement actions.

3. Lead forecasting and financial performance management with partners to meet
budget requirements and staffing plans.
4. 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.
5. 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.

Required Skills / Demonstrated Success:

• 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.

• 3–5 years of experience in technical support management or a comparable role within a software/SaaS organization.
• Bachelor’s degree in a relevant field (e.g., cybersecurity, information technology, computer networking) or equivalent experience.
• Ability to work independently (remotely, in office, and/or onsite) and collaboratively as part of a global team.
• Strong time management, decision-making, prioritization, and organizational skills.
• Professional proficiency in written and spoken English.

Preferred Technical Qualifications:

• CyberArk technical training and/or certifications; experience supporting
• CyberArk products and solutions.
• Relevant technical certifications in operating systems and related products.
• Knowledge of authentication methods (e.g., SAML, RSA SecurID, smart cards, tokens, RADIUS, LDAP).
• Experience with Windows clustering, network load balancing, SAN technologies, and disaster recovery.
• Demonstrated ability to make informed recommendations based on data analysis and experience.