The opportunity
GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation.
What you'll do
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.
What they're looking for
- 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.