Manager of Professional Services
The Professional Services Manager contributes to and executes the strategic vision leading service delivery for GitLab’s Professional Services Organization. Reporting to the Vice President of Customer Success, the leader is responsible for developing strategies and operations to deliver best-in-class services (i.e., consulting, implementation and educational services) to help customers accelerate their DevOps transformation. The Manager of Professional Services works to build and scale a services business, in a bold, fast-moving, transparent and values-led organization to enable customer and company success.
Job Grades
Regional Manager, Professional Services
The Regional Manager, Professional Services reports into the Director or Sr. Director, Professional Services.
Responsibilities
- Lead and develop Professional Services teams (including Project Managers, Engineers, and partner resources) to exceed expectations in project delivery, revenue targets, and customer satisfaction
- Establish and maintain GitLab project delivery standards, methodologies, and tools across internal and partner teams to ensure consistent, high-quality delivery
- Manage resource assignments, capacity planning, and utilization across internal and partner teams, including recruitment and partner resource integration
- Create, review, and approve statements of work, change requests, and proposals while maintaining forecast accuracy and revenue predictability
- Drive technical excellence through staying current with GitLab products, contributing to documentation/code, and supporting the broader GitLab community
- Build and maintain strong relationships with Account teams and Partners to plan and execute projects, ensuring appropriate training and resource allocation
- Monitor project health, resolve escalations, and maintain communication channels between clients, internal teams, and partner leadership
- Develop and execute partner onboarding processes, including training on GitLab policies, procedures, and product offerings
- Provide leadership, coaching, and career development to help team members reach their optimal performance levels
- Contribute to thought leadership and customer-facing presentations while serving as a trusted advisor to clients
Requirements
- Strong technical depth with advanced insight into the GitLab platform
- Track record of managing complex, multi-stakeholder projects and partner relationships
- Deep understanding of DevOps industry services and technology
- Demonstrated ability to think strategically about business, products, and technical challenges
- Experience in software/technology sales or consulting management
- Project Management Professional (PMP) Certification preferred
Senior Regional Manager, Professional Services
The Senior Regional Manager, Professional Services reports to the Director or Sr. Director, Professional Services.
Responsibilities
- Own all Regional Manager responsibilities while providing strategic leadership across a larger scope or geography
- Lead delivery of consulting, education, and implementation services, overseeing resource management and operational success metrics across both internal and partner teams
- Develop and execute partner delivery strategy, including establishing performance metrics, success criteria, and scalable delivery frameworks
- Drive accountability for services financial goals including revenue, gross margin, and utilization across internal and partner delivery teams
- Own operational metrics such as time-to-value, customer satisfaction, and on-time completion of projects
- Build and scale professional services programs that enable enterprise customer growth through both direct and partner delivery
- Lead strategic initiatives to enhance overall delivery capabilities and efficiency across the professional services organization
- Establish and maintain strategic relationships with key partners and enterprise customers
- Create and implement standardized processes for performance evaluation and continuous improvement
- Drive innovation in service offerings and delivery methodologies to meet evolving customer needs
Requirements
- All Regional Manager requirements plus:
- Demonstrated progressive experience managing, leading, and scaling professional services organizations
- Proven track record of building and managing successful partner delivery programs
- Advanced experience in partner relationship management and program development
- Experience managing technical, cross-functional professional services teams and delivery partners at scale
- Demonstrated success with subscription-based business models, delivering both on-premises and SaaS solutions
Director of Professional Services
Responsibilities
- Develop strategic plans to build and evolve GitLab’s product and transformational service offerings
- Create service offerings aligned to enterprise and commercial market segments, including value positioning, scope of services, collateral and pricing.
- Lead delivery of consulting, education and implementation services to our customers, overseeing resource management, project delivery and operational success metrics.
- Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization.
- Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
- Build and scale global service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building an effective and efficient delivery methodologies
- Act as an evangelist for services, assisting sales with selling and serving as an executive sponsor for our strategic customers
- Develop and manage the partner strategy and ecosystem in partnership with our Channel team to maintain a global network of certified partners that deliver with consistent quality
Requirements
- Demonstrated progressive experience managing, leading and/or delivering professional services
- Proven experience building and leading a team of 25+ people in fast-paced, growing company
- Demonstrated progressive experience with a subscription-based business model, delivering on-premises and SaaS solutions
- Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners
- Demonstrated experience building and scaling a professional services business with accountability for financial targets
- Experienced with software development lifecycle (i.e., SDLC), agile, DevOps, software development tools, technologies (e.g., Docker, Kubernetes), and/or cloud platforms (AWS, GCP, Azure)
- Ability to be an evangelist for GitLab customers and serve according to GitLab’s values
- Ability to travel up to 20%
- Ability to use GitLab
- Ability to travel if needed and comply with the company’s travel policy
Senior Director of Professional Services
A Senior Director of Professional Services (Delivery) is responsible for overseeing the delivery of services to clients and ensuring the satisfaction and success of those clients. This position typically requires a blend of leadership, strategic planning, and client management skills, along with deep industry knowledge.
Responsibilities
- Lead, mentor, and develop a team of professional services managers, architects, engineers, and other staff.
- Foster a culture of high performance, continuous improvement, and customer-centricity within the team.
- Set clear goals and objectives for the professional services team and ensure alignment with overall company strategy.
- Oversee the delivery of professional services to ensure they meet client expectations and contractual obligations.
- Build and maintain strong relationships with key clients, acting as a senior point of contact for escalations and critical issues.
- Ensure client satisfaction and drive client success, leading to renewals, upsells, and positive referrals.
- Develop and execute the professional services strategy, including service offerings, delivery models, and go-to-market plans.
- Collaborate with sales, product, and customer support teams to align on client needs and ensure cohesive service delivery.
- Identify new service opportunities and drive innovation in service delivery to enhance client value and competitive positioning.
- Manage under the professional services P&L, including budgeting, forecasting, and financial performance tracking.
- Ensure services are delivered efficiently and cost-effectively, optimizing resources and maximizing profitability.
- Develop pricing strategies for services that reflect value delivered and market conditions.
- Establish and enforce best practices, standards, and methodologies for service delivery.
- Continuously assess and improve service delivery processes to increase efficiency, quality, and customer satisfaction.
- Implement metrics and KPIs to measure and improve the effectiveness of the professional services team.
- Work closely with product development teams to ensure services are aligned with product capabilities and roadmap.
Requirements
- Bachelor’s degree in Business, Engineering, Computer Science, or a related field; a Master’s degree or MBA is often preferred.
- Proven track record of successfully managing large-scale service delivery projects and teams, preferably in a technology or software company.
- Strategic thinking and business acumen, with the ability to develop and execute a services strategy that aligns with company goals.
- Financial acumen, including experience managing budgets, forecasts, and P&L.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and senior executives.Demonstrated progressive experience managing, leading and/or delivering professional services
- Proven experience building and leading a team of 50+ people in fast-paced, growing company
- Demonstrated progressive experience with a subscription-based business model, delivering on-premises and SaaS solutions
- Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners
- Demonstrated experience building and scaling a professional services business with accountability for financial targets
- Experienced with software development lifecycle (i.e., SDLC), agile, DevOps, software development tools, technologies (e.g., Docker, Kubernetes), and/or cloud platforms (AWS, GCP, Azure)
- Ability to be an evangelist for GitLab customers and serve according to GitLab’s values
- Ability to use GitLab
- Ability to travel 20% of the time, if needed, and comply with the company’s travel policy
Vice President of Professional Services
Responsibilities
- Extends the Sr Director of PS responsibilities
- Define and deliver strategies and plans to create and influence GitLab’s Go-To-Market strategy and plans, including Sales, Marketing, Product, Channel/Alliance, and Customer Success teams.
- Provide strategic guidance with prospect and customer accounts for both account influence and growth.
- Lead new developments and improvements to improve service attach (i.e., globally and across all segments), direct and channel service growth, and service offering innovation.
- Lead the global Education Team supporting brand awareness, community growth and engagement, and expanding educational offers for both partners and customers.
- Provide executive sponsorship for strategic accounts.
- Develops a clear strategy and vision for their department, inspiring their team through communication in alignment with GitLab’s mission, vision, and values.
- Align and influence executive and senior leadership with professional services and GTM strategies and tactics.
Requirements
- Extends the Sr Director of PS requirements
- Demonstrated experience in cross-functional leadership to influence internal organizations on strategic GTM initiatives.
- Track record of successfully building, growing, and scaling global services businesses, delivering to bookings, revenue, and margin targets.
- Ability to influence, negotiate and build consensus with executive and senior management, customers, and partners.
- Brings experience building, scaling, and developing global teams at scale in alignment with GitLab values.
- Serves as an expert in Professional Services internally and externally with customers, partners, and industry communities.
KPIs
- Completion of initiatives to improve quality, reliability, efficiency, and repeatability of services
- Financial success for the Professional Services organization (i.e., bookings, revenue, project and gross margin, revenue per employee and billable employee)
- Delivery metrics (i.e., customer satisfaction, on-time delivery, utilization)
Career Ladder
The next steps for the Manager, Professional Services Job Family would be to move into the VP, Customer Success Job Family.
About GitLab
GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI at every stage of the SDLC. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.See our culture page for more!
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Last modified January 27, 2025: Update Regional Manager and Sr. Regional Manager to include partner focus (
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