Senior Professional Services Program Manager

A highly visible and customer-facing position, within the Professional Services organization, and the wider Customer Success team, that works with but not limited to Professional Services Engineers, Project Managers, Engagement Managers, Technical Architects, Professional Services Operations, and the Sales Organization. A Program Manager is responsible for overseeing and managing customer programs and a portfolio of projects. Their primary role is to ensure the successful delivery of client projects, including long-term strategy, while also managing the overall program and providing strategic guidance to the team and customer. The Professional Services Program Manager reports to the Regional Delivery Manager.

Responsibilities

• Build strong relationships with key customer stakeholders including executive leaders, counterpart program/project managers, engineering, development, and security and teams.

• Develop a delivery methodology that leverages agile and project management best practices. Communicate how this methodology will be used to key customer stakeholders. Lead the execution of the methodology by bringing together customer and GitLab team members.

• Build and continuously communicate Program Roadmap, dependencies, and deliverables

• Manage stakeholder expectations to gain approval from stakeholders on project milestones.

• Define program strategy to include

  • Program justification

  • Program benefits

  • In scope / Out of scope projects

  • Timeline and schedule

  • Resources (how many teams, PMs, PSEs, TAs etc)

  • Identify Stakeholders

• Create a program level RACI chart

• Define Program Success Criteria

• Create Program Level WBS (Work Breakdown Structure) for all the projects

• Create Communication plans between projects with Stakeholders

• Define Program Escalation Path

• Work closely with Engagement Managers to define workstreams when scoping larger customer programs, which may include reviewing proposals or Statements of Work prior to signature

• Assist the Regional Delivery Managers in creating and executing quarterly OKRs that drive optimization of all Project Manager processes

• Act as a SME (subject matter expert) by providing leadership and guidance to Project Managers

• Identify and implement improvements to the methodology, processes, and tools used by Project Managers in support of internal and external customers

• Collaborate as an equal partner with leadership and support teams and sales to establish scalability, reliability, and success

Requirements

• Proficiency with forecasting and reporting metrics

• Ability to lead Project Management Program Level meetings, including but not limited to, the Weekly PM meeting

• Ability to formulate, organize, monitor, and manage inter-connected projects

• Ability to manage budgets and timelines for long-term projects

• Develop long-term plans in collaboration with customers

• Ability to partner with Engagement Managers and Architects to develop long term plans in support of customer adoption and transformation

• GitLab Project Management Certified within 2 months of the role

• Previous experience managing customer programs with successful track record

• Ability to recognize patterns and course correct accordingly

• Stong knowledge of multiple Project Management methodologies

• Experience with managing programs related to DevOps Transformation, Cloud transformation or Enterprise Architecture and Governance.

• Fluent French and English 

Compensation

To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page.

Remote-Global