Sr. Manager, Technical Delivery (PSE) - East
GitLabAbout the role
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.
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:
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