Manager, Professional Services Engineers

📋 Description

• Lead and oversee a team of Professional Services Engineers, fostering their growth, performance, and daily delivery in customer engagements.

• Enhance team member development through regular one-on-one meetings, coaching, constructive feedback, and career discussions aimed at improving their technical and consulting abilities.

• Take ownership of delivery outcomes for your team’s portfolio, which includes implementations, migrations, advisory services, and statement of work engagements.

• Monitor the health of projects, identify delivery risks early on, and intervene directly or escalate as necessary to ensure customer work remains on schedule.

• Collaborate with Technical Architects, Engagement Managers, Sales, and Customer Success to effectively plan, scope, resource, and facilitate successful service engagements.

• Track team utilization, customer satisfaction, and escalation trends, utilizing these insights to enhance team performance and operational efficiency.

• Serve as a senior escalation point for intricate customer situations, assisting in resolution while maintaining a high standard of service quality.

• Contribute to the ongoing improvement of Professional Services processes, tools, knowledge sharing, and delivery standards throughout the wider organization.

⛳️ Requirements

• Extensive experience in leading and developing high-performing technical teams within a customer-facing setting.

• A solid technical background in software delivery, DevSecOps, platform engineering, or a related field, with the capability to engage credibly in technical discussions.

• Experience in managing or supporting professional services, implementation delivery, migration programs, or technical consulting engagements for enterprise clients.

• Demonstrated proficiency in handling customer escalations, balancing competing priorities, and achieving clear results in complex scenarios.

• Strong collaboration abilities and the capacity to work effectively with cross-functional partners such as Sales, Customer Success, and Technical Architects.

• A delivery-oriented mindset focused on accountability, quality, and measurable outcomes rather than mere activity.

• Comfort in operating in a fully remote, asynchronous organization with strong written communication and organizational skills.

• Alignment with GitLab’s values and the capability to lead with transparency, trust, and a focus on team development.

🏝️ Benefits

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

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.

• Home Office Support.