Manager, Program Delivery

The GitLab DevSecOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 2,000+ team members and values that foster a culture where people embrace the belief that everyone can contribute. Learn more about Life at GitLab.

As the Manager of the Professional Services Manager of Program Delivery, you will maintain and clearly define GitLab Professional Services standards throughout the process of completing/implementing each customer’s project. You will supervise and oversee the work of all project management office team members.

What you’ll do  

• Project Planning and Execution: Ensure that Program Delivery team members develop and execute comprehensive project plans, ensuring that projects are completed on time, within scope, and on budget
• Stakeholder Communication: Maintain effective communication with customers, internal teams, and other relevant stakeholders, keeping them informed about project progress and addressing concerns
• Risk Management: Identify potential risks and issues, develop mitigation strategies, and ensure that projects are executed with minimal disruption
• Quality Assurance: Monitor and maintain the quality of service delivery, ensuring that it meets or exceeds customer expectations and adheres to GitLab standards
• Change Management: Facilitate change management processes to ensure smooth transitions when implementing new services or making significant changes to existing ones
• Performance Measurement: Establish key performance indicators (KPIs) and metrics to assess the success and impact of service programs.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and providing solutions to meet those needs
• Budget Management: Analyze financial data, including project budgets, risks, and resource allocation to ensure effectiveness throughout the project lifecycle. Provide financial reports and budget outlines to PS Management.
• Continuous Improvement: Identify opportunities for process improvement and implement best practices to enhance service delivery and efficiency. Create new and improve existing project management office policies and processes.
• Documentation and Reporting: Maintain detailed project documentation and prepare regular progress reports for both internal and external stakeholders.
• Compliance and Governance: Ensure that projects and services adhere to industry regulations, legal requirements, and GitLab policies. Customer projects must be accurately documented from customer project creation to development, and execution as well as the project's scope, budget, and business objectives.
• Client Satisfaction: Continuously evaluate projects to ensure they are meeting the customer success criteria, budgets, and deadlines. Prioritize and measure client satisfaction, addressing concerns and feedback to enhance the quality of service.
• Knowledge Transfer: Ensure that knowledge and expertise gained during service delivery are transferred to the organization for ongoing improvement and growth.
• Collaboration: Collaborate with other department leaders to define, prioritize, and execute successfully on customer projects

What you’ll bring 

• Strong People Manager: 
• Trust: Build trust among your team members. Reliable, consistent, honest, and transparent in your interactions.
• Good Communication: Clear, open, and effective communicator who conveys expectations, provides feedback, and actively listens to their team.
• Ability to Motivate: Inspire and motivate team members and understand what drives each individual.
• Patience: Handle different personalities, conflicts, and challenges while remaining calm and handling situations thoughtfully.
• Giving Credit Where Due: Recognize and acknowledge the efforts and achievements of your team members; fostering a positive and supportive work environment.
• Problem-Solving Skills: Able to analyze situations, identify issues, and implement effective solutions.
• Accountability: Hold yourself and your team accountable for their actions and responsibilities, while promoting a culture of responsibility and