Manager, Professional Services Engineers
New
Source API remote eligibility restrictions: Australia, Canada, France, Germany, India, Netherlands, United Kingdom, United States
Remote, EMEAFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Written communicationCross-functional collaboration
Requirements
- Significant experience leading and developing high-performing technical teams in a customer-facing environment.
- A strong technical foundation in software delivery, DevSecOps, platform engineering, or a related area, with the ability to engage credibly in technical discussions.
- Experience managing or supporting professional services, implementation delivery, migration programs, or technical consulting engagements for enterprise customers.
- Proven ability to navigate customer escalations, balance competing priorities, and drive clear outcomes in complex situations.
- Strong collaboration skills and the ability to work effectively with cross-functional partners such as Sales, Customer Success, and Technical Architects.
- A delivery mindset focused on accountability, quality, and measurable results rather than activity alone.
- Comfort working in a fully remote, asynchronous organization with strong written communication and organizational skills.
- Alignment with GitLab’s values and the ability to lead with transparency, trust, and a focus on team development.
Responsibilities
- Lead and manage a team of Professional Services Engineers, supporting their growth, performance, and day-to-day delivery across customer engagements.
- Develop team members through regular 1:1s, coaching, feedback, and career conversations that help them grow their technical and consulting skills.
- Own delivery outcomes across your team’s portfolio, including implementations, migrations, advisory services, and statement of work engagements.
- Monitor project health, identify delivery risks early, and step in directly or escalate when needed to keep customer work on track.
- Partner with Technical Architects, Engagement Managers, Sales, and Customer Success to plan, scope, resource, and support successful services engagements.
- Track team utilization, customer satisfaction, and escalation trends, and use those insights to improve team performance and operational effectiveness.
- Act as a senior escalation point for complex customer situations, helping guide resolution while maintaining a high bar for service quality.
- Contribute to the continuous improvement of Professional Services processes, tooling, knowledge sharing, and delivery standards across the broader organization.
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