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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 reliability.
Adaptability: Flexible and adaptable to changing circumstances, strategies, and approaches.
Model the GitLab Values: Maintaining high ethical standards and aligning decisions with the CREDIT values
Project Management: Expertise in efficiently planning, organizing, and executing projects within scope, budget, and on time
Stakeholder Communication: Strong communication skills for engaging with clients, team members, and other stakeholders effectively
Risk Management: Adeptness in identifying, assessing, and mitigating risks to ensure project success
Strategic Thinking: Capable of aligning project goals with broader organizational objectives
Change Management: Proficiency in managing change and ensuring smooth transitions during project implementation
Client Relationship Management: Building and maintaining strong client relationships and delivering exceptional customer service
Documentation and Reporting: Keeping accurate records and preparing comprehensive reports for stakeholders
Adaptability: Being flexible and adaptable to evolving project requirements and unforeseen challenges
About the team
Customers often want to transition to GitLab, utilize features of their existing GitLab installation, or map out extensive upgrades to their existing infrastructure and process. That is where we step in. Our team has a diverse set of skills across the deployment, maintenance, and usage of GitLab, as well as deep technical knowledge with competing portfolios, allowing us to help our customers realize faster time to value with their GitLab investment.
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.
Remote-Global
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. Colorado/Washington pay range $107,100 — $206,500 USD California/New York/New Jersey pay range $107,100 — $229,500 USD
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law . If you have a disability or special need that requires accommodation , please let us know during the recruiting process .
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