Senior Manager, Technical Delivery (PSE) - East

at GitLab

Remote, Global

An overview of this role

Professional Services Engineers engage with customers to provide installation, migration, training, and advisory services. They handle installations ranging from single-node Omnibus installs, to our largest reference architectures utilizing IaC/CaC, migrations from multiple systems to GitLab SaaS or self-hosted, and advisory services across the entire GitLab feature stack.

Professional Services Engineers are expected to be able to interface not only with the customer, but with our GitLab Product/Engineering teams, to find the best route for customer success, and to help drive improvements into GitLab features and processes.

This role will report to the Director of Professional Services. 

 Some examples of our projects: 

• Link to project or effort 

What you’ll do  

• Work with the Professional Services Director to help establish and manage goals and responsibilities for Professional Services Engineers

• Identify and own improvements to the processes and tools used to drive engineering in Professional Services

• Assist in the development of thought leadership, event-specific, and customer-facing presentations

• Provide leadership and guidance to coach, motivate, and lead services team members to their optimum performance levels and career development

• Manage resource assignments and staffing levels, working with PS Operations, including recruitment as needed

• Review and approve formal statements of work, change requests, and proposals

• Lead delivery of consulting, specifically for the PS Engineers who execute the custom SOWs and SKUs sold to our customers

• Remain knowledgeable and up-to-date on GitLab product releases and features

• Own operational metrics and financial goals, as defined by organizational goals, for the PS Engineering team including:

  • Revenue target

  • Gross margin

  • Engineer utilization and overall attainment

  • CSAT

  • % of projects on time and on budget

• Collaborate with peers in Practice Management, Engagement Management, and Operations to implement efficiency improvements for Professional Services

• Be a trusted advisor to GitLab AEs, SALs, and SAs

• Deliver updates on key Professional Services engagements and initiatives in the Sales and Professional Services forecast calls

What you’ll bring 

• Demonstrated progressive experience managing, leading and/or delivering professional services or customer success

• 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

• Experienced in and with advanced insight to the GitLab platform

• Experienced in giving and receiving positive and constructive feedback

• Adaptive to environmental changes based on project successes and failures

• Experienced in collaborating with other managers and executing strategies

• Proven track record in software/technology sales or consulting and management

• Demonstrated ability to think strategically about business, products, and technical challenges

How GitLab will support you

• Benefits to support your health, finances, and well-being

• All remote, asynchronous work environment

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and development budget 

• Parental leave 

• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.