Professional Services Engagement Management

Describes the workflow and responsibilities of the GitLab Professional Services Engagement Manager.

Role of the Engagement Manager

The Professional Services (PS) Engagement Manager is responsible for helping Solution Architects (SAs) and the sales team develop and gain approval for custom Statement of Works (SoWs). The process typically includes the following activities.

  • An initial meeting with the SA or Customer to understand the objective and/or specific requirements
  • Develop an initial Estimate based upon the Services Calculator
  • Update the Estimate based upon initial feedback from the Customer and/or Sales team
  • Once agreed, generate a supporting Statement of Work (SoW)
  • Create a cost estimate (COGS)
  • Providing clarification to the PS Director in order to obtain approval for the SoW
  • Present the SoW to the account team to gain signature
  • Track progress of the SoW through to signature
  • Provide soft hand-off of the SOW to the Delivery team upon signature to ensure a smooth transition.

Detailed Job Responsibility Priortization

Meet the Team

Check out our team of Engagement Managers on our team page

How to contact or collaborate with us

  • Create a scoping issue using the Services Calculator to request scoping support for a specific customer opportunity
  • Slack for informal and general questions, coordination
  • Salesforce Chatter for approvals, discussion of opportunity status, or collaboration with sales leadership and legal.

Useful Resources

Engagement Manager - Processes


GitLab Certified Engagement Manager Professional
Describes the Engagement Manager certification learning objectives and cirriculum.
Professional Services EM Opportunity Tracking
Describes processes for tracking open PS opportunities.
Professional Services EM Scoping Guidelines
Describes the process of scoping PS engagements.
Professional Services Engagement Management - SOW Creation
Describes the workflows for processing different types of SOWs.
Professional Services Engagement Management - Transacting ProServ business through AWS Marketplace
Describes the workflows for processing a SOW through AWS Marketplace.
Task Prioritization
Describes the various EM job duties in order of prioritization.