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GitLab · 6 hours ago

Senior Manager, Professional Services, Technical Program Management - AMER

United States

Full-time

Remote

Senior Level

$146K/yr - $312K/yr

GitLab is an open-core software company that develops an AI-powered DevSecOps Platform, aiming to enable contributions to software development. The Senior Manager, Professional Services, Technical Program Management will lead project and program management delivery across the Professional Services organization, ensuring efficient customer engagements and operational excellence.

Cloud SecurityDeveloper ToolsDevOpsOpen SourceSaaS

Comp. & Benefits

Responsibilities

Lead the strategy, execution, and continuous improvement of Professional Services technical program management, ensuring consistent, high-quality customer outcomes and strong alignment with GitLab's business objectives

Directly manage a team of project and program managers, providing clear priorities, coaching, mentorship, and performance management while fostering a culture of excellence, collaboration, and professional growth

Define, operationalize, and continuously refine project and program management frameworks, methodologies, and best practices that drive predictability, scalability, and effective risk management across all customer engagements

Oversee a broad portfolio of Professional Services projects, ensuring effective scoping, planning, and governance, optimal resource utilization, and delivery outcomes that support customer success, renewals, and revenue growth

Partner closely with Professional Services, Sales, Product, Engineering, and other stakeholders to align delivery capabilities with business strategy, identify opportunities for services expansion, and support go-to-market initiatives

Establish, track, and report on key performance indicators (KPIs) for program delivery, including schedule adherence, delivery quality, customer satisfaction, and team performance, using data to inform decisions and drive operational improvements

Collaborate with Professional Services operations and technical leaders on capacity planning, staffing, and resource management, ensuring the right skills are deployed to the right projects at the right time

Serve as a senior escalation point for complex project and program issues, driving clear communication, structured problem solving, and alignment with both customer stakeholders and internal leadership

Champion innovation in delivery tools, processes, and reporting, staying current with industry trends in program and project management, and introducing improvements that enhance efficiency and customer value at scale

Qualification

Program ManagementProject DeliveryProfessional ServicesGovernance FrameworksPerformance MetricsCross-functional LeadershipCoachingRisk ManagementCommunication SkillsStrategic ThinkingMentorship

Required

Demonstrated progressive experience leading complex program and project delivery for customer-facing engagements, from planning through successful completion, ideally within a technology or software professional services environment

Proven ability to build, lead, and scale program and project management teams within Professional Services, using budgets, utilization, and delivery performance data to guide decisions and continuous improvement

Experience leading cross-functional delivery teams (for example, project and program managers, consultants, architects, and delivery partners), with a focus on coaching, mentorship, and developing high-performing teams in a fast-paced, growing company

Strong background in professional services delivery models and customer-facing programs, with the ability to define, track, and act on outcome-focused measures that drive renewals, expansions, and long-term customer success

Deep familiarity with program and project management methodologies, tools, and governance frameworks, with hands-on experience implementing and scaling these practices across a diverse project portfolio

Strategic thinking and business acumen, with the ability to translate company and Professional Services goals into clear delivery strategies, frameworks, and scalable operating models for program and project management

Excellent communication and interpersonal skills, with the ability to influence and build trusted relationships with senior customer stakeholders, internal executives, and cross-functional partners, and to communicate complex delivery information clearly

Ability to operate autonomously in a fully remote, distributed, and asynchronous work environment, while remaining highly accountable to outcomes and comfortable leading through ambiguity and change