Manager, Professional Services Engineers

Remote, EMEA

An overview of this role

As the Manager, Professional Services Engineers, you will manage a team that works directly with customers to deliver installation, migration, training, and advisory services across the full GitLab platform. In this role, you will be accountable for the performance, development, and day-to-day management of a team of Professional Services Engineers based across Europe, helping them deliver high-quality outcomes in a remote, asynchronous environment.

You will partner closely with Technical Architects and Professional Services management to enable consistent delivery across implementation projects, migrations, and statement of work engagements. This is a people-first role with meaningful technical depth. You will step in hands-on with your team when needed while also building the operating rhythm, team culture, and delivery approach that help the broader practice scale. You will also work closely with cross-functional partners to improve utilization, customer satisfaction, and delivery execution.

In your first year, you will help strengthen team capability, improve delivery consistency, and create the conditions for a high-performing services team across the region. This is an opportunity to manage a team doing technically complex, customer-facing work that directly helps customers realize value from GitLab.

Some examples of our projects:

• Leading a team of Professional Services Engineers through end-to-end GitLab implementation and migration engagements for enterprise customers across Europe
• Partnering with Sales, Customer Success, and Technical Architects to support statement of work scoping and align the right technical resources to customer needs

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.
• 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.

What you’ll bring

• 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.

On the Professional Services team at GitLab, we help customers adopt the platform in ways that fit their technical goals and operating environment through technical delivery, guidance, and enablement.

As part of this organization, we focus on hands-on delivery work across customer engagements across EMEA. We work closely with a sister team of Technical Architects, along with cross-functional partners across the business, to support strong project execution and customer outcomes. We are building a high-quality services practice grounded in technical excellence, customer focus, and continuous improvement. This is a good fit for someone who enjoys leading experienced technical practitioners, improving how services are delivered, and helping customers succeed through meaningful, complex work.

#LI-AH1

An overview of this role

As a Senior Professional Services Engineer at GitLab, you'll work directly with customers to deliver installation, migration, training, and advisory services that help them adopt GitLab successfully. You'll lead engagements from single-node Omnibus installs to large reference architectures built with infrastructure as code (IaC) and configuration as code. You'll also guide migrations from other systems to GitLab SaaS or self-managed deployments, and help customers make practical decisions that improve reliability, security, and day-to-day workflows.

In this role, you'll work closely with customers and GitLab's product and engineering teams to drive customer success and share feedback that improves GitLab and how we deliver services. You'll manage multiple projects at once, mentor other Professional Services Engineers, and help streamline how we deliver consistent outcomes in a remote, largely asynchronous environment.

Some examples of our projects:

• Designing and delivering GitLab installations and reference architectures using tools like Terraform and Ansible across major cloud providers
• Leading migrations to GitLab SaaS or self-managed GitLab, and turning customer feedback into actionable improvements for GitLab's product and engineering teams

What you’ll do

• Deliver GitLab Professional Services engagements, including installation, migration, training, and advisory services across GitLab capabilities.
• Plan and execute deployments ranging from single-node Omnibus installations to large reference architectures using Infrastructure as Code and Configuration as Code practices.
• Lead migrations from multiple source systems to GitLab SaaS or self-managed GitLab, helping customers adopt secure, reliable workflows.
• Partner with Engagement Managers and Project Managers to improve delivery consistency, remove friction, and continuously refine delivery processes.
• Serve as a trusted technical advisor for customers, translating goals and constraints into practical implementation plans and clear next steps.
• Interface with GitLab's product and engineering teams to unblock customer outcomes and share feedback that helps improve GitLab features and services.
• Mentor Associate and Intermediate Professional Services Engineers, providing technical guidance, helping remove blockers, and supporting increased autonomy.
• Manage and deliver multiple customer engagements at once, either as the primary engineer or as a lead providing oversight and direction to other engineers.

What you’ll bring

• Professional exposure with one or more infrastructure as code or configuration as code technologies such as Terraform, Ansible, Packer, Puppet, or Chef.
• Professional exposure with two or more cloud providers such as Amazon Web Services (AWS), Google Cloud Platform (GCP), or Microsoft Azure.
• Top Secret Security Clearance required. 
• Experience using, deploying, or configuring GitLab, including a solid understanding of Git and source control workflows.
• Experience delivering customer-facing services such as installation, migration, training, and advisory engagements across GitLab's feature set.
• Proven ability to independently manage one or more projects and to lead and provide direction to other Professional Services Engineers on complex engagements.
• Strong communication skills in English, written and verbal, with the ability to provide clear status updates and build consensus with peers and customers in a remote, largely asynchronous environment.
• Demonstrated ability to take a solution-oriented approach by identifying root causes, proposing options and tradeoffs, and driving issues to resolution while balancing multiple customer engagements in a fast-paced environment.
• Demonstrated ability to work effectively in a fully remote organization by communicating clearly in writing, documenting decisions, collaborating asynchronously across time zones, and working in ways consistent with GitLab's values.

About the team

Senior Professional Services Engineers are part of GitLab's Professional Services team. We partner closely with Engagement Managers and Project Managers to deliver consistent outcomes, and we work with GitLab's product and engineering teams to share customer feedback and improve GitLab. Professional Services operates in a fully remote and largely asynchronous environment, collaborating across regions and time zones. The team's challenge is to support customers with a wide range of architectures and deployment models while maintaining high-quality delivery and setting customers up for long-term success.

An overview of this role

As a Senior Professional Services Technical Architect, AI at GitLab, you'll be an embedded GitLab Duo Agent Platform expert who helps customers move from ideas to production. You'll work directly with customer teams as a consultative partner, running in-depth discovery to understand their environment and priorities, then designing and delivering solutions that connect business goals to architecture and implementation. This is a deeply technical, customer-facing role where you'll build and deploy Custom Agents, Custom Flows, and CI/CD integrations. You'll own delivery end-to-end, from prototype through production support.

You'll partner closely with Professional Services and Customer Success stakeholders, including Professional Services Engineers, Project Managers, Customer Success Managers, and Solution Architects. You'll also measure and communicate impact using customer-aligned success criteria and analytics, and you'll help codify repeatable deployment patterns and lessons learned into reusable assets and product feedback. This role reports to the Senior Manager, Technical Architects, and you'll travel for customer site engagements and company onsite events.

Some examples of our projects

• Leading customer discovery and defining a prioritized GitLab Duo Agent Platform use case roadmap tied to clear success criteria
• Designing and delivering production-ready GitLab Duo Agent Platform implementations, including Custom Agents, Custom Flows, and CI/CD integrations
• Building rapid prototypes to demonstrate the art of the possible with agentic AI and iterating based on customer feedback
• Integrating the GitLab Duo Agent Platform with customer systems and workflows using GitLab APIs, pipeline configuration, and infrastructure as code
• Establishing AI governance and security controls (for example, role-based access control, model selection policies, and enterprise compliance requirements)
• Measuring and communicating impact using DORA (DevOps Research and Assessment) metrics, AI Impact Analytics dashboards, and Value Stream Analytics, then translating what we learn into reusable patterns and product feedback

What you'll do

• Conduct deep customer discovery to understand business goals, technical constraints, and organizational dynamics, and translate them into clear problem statements and a prioritized use case plan for GitLab Duo Agent Platform.
• Partner with customer stakeholders across engineering, security, compliance, and business teams to align on success criteria, milestones, and adoption strategy for AI workflows in production.
• Design, build, and deploy production-ready GitLab Duo Agent Platform solutions, including Custom Agents, Custom Flows, and CI/CD integrations that map to validated customer use cases.
• Embed with customer engineering teams to deliver hands-on implementations end-to-end, from prototype to production rollout, troubleshooting, and optimization.
• Configure and integrate platform foundations such as runners, network access, runtime sandboxing, GitLab APIs (REST and GraphQL), and AI governance controls (for example, role-based access control and model policies) to meet enterprise requirements.
• Measure and communicate impact using DORA (DevOps Research and Assessment) metrics, AI Impact Analytics, and Value Stream Analytics, and use those insights to guide iteration and expansion of successful use cases.
• Codify repeatable deployment patterns, reusable assets, and lessons learned, contributing back to GitLab through documentation, accelerators, and product feedback informed by field experience.
• Travel up to 50% for customer site engagements and company onsite events to support delivery, onboarding, and stakeholder alignment.

What you'll bring

• Demonstrated experience leading customer-facing technical engagements, from discovery through production rollout, with ownership of outcomes.
• Proficiency in Python, with experience building and operating production-grade applications and integrations.
• Experience delivering with GitLab CI/CD, including pipeline design, YAML configuration, and using GitLab APIs (REST and GraphQL).
• Hands-on experience with infrastructure as code (for example, Terraform or Ansible) and deploying solutions into enterprise environments.
• Working knowledge of large language model (LLM) capabilities and limitations, including prompt engineering and building agentic workflows (such as Custom Agents and Custom Flows).
• Experience with Docker, container orchestration concepts, and runner configuration in secure environments.
• Familiarity with DevSecOps practices, including security controls, access management, and compliance requirements that impact deployment design.
• Strong written and verbal communication skills, with the ability to partner closely with customer stakeholders and translate business goals into technical plans in a remote, asynchronous environment.

About the team

GitLab's Professional Services organization within Customer Success helps customers get value from the GitLab Duo Agent Platform. We're a remote, asynchronous team that works closely with customer-facing colleagues to support successful deployments. We focus on turning what we learn in the field into reusable assets, clearer documentation, and product feedback that helps improve GitLab Duo Agent Platform for future customers.

An overview of this role

As a Professional Services Technical Architect at GitLab, you'll lead the technical direction of customer engagements from early scoping and discovery through delivery. You'll design high-level architectures and implementation plans for GitLab infrastructure and functionality, and you'll make sure deliverables align with customer requirements and the Statement of Work (SOW). You'll coordinate and guide implementation work across GitLab Professional Services and partner consultants, support customers deploying GitLab in cloud and on-premises environments using tools like Terraform, Ansible, and the GitLab Environment Toolkit, and perform migrations to GitLab using Congregate. You'll provide DevOps and DevSecOps consulting and best practices, contribute reusable collateral such as documentation, delivery kits, and training materials, and share product release updates to help the team deliver consistent outcomes. This role combines deep technical expertise with customer-facing leadership in GitLab's remote, asynchronous, and values-driven environment.

What you’ll do

• Designing and delivering GitLab reference architecture implementations for both self-managed and cloud environments, using infrastructure as code practices
• Leading source code management and CI/CD migrations to GitLab, including large-scale enterprise moves using Congregate
• Building repeatable delivery kits, documentation, and enablement materials that help Professional Services and partners deploy and adopt GitLab best practices
• Lead the full technical delivery lifecycle for GitLab Professional Services engagements, from early scoping and technical discovery through implementation and handoff.
• Produce high-level and detailed technical designs for GitLab infrastructure and functionality, ensuring deliverables align with customer requirements and expectations.
• Evaluate and communicate scalability and security considerations (including compliance constraints) in proposed GitLab reference architectures and implementation plans.
• Deploy and configure GitLab in customer environments, including on-premises and major cloud providers, using Terraform, Ansible, and the GitLab Environment Toolkit (GET) aligned to reference architectures.
• Plan and execute source system migrations to GitLab using Congregate, partnering closely with customer stakeholders to reduce risk, protect data integrity, and minimize downtime.
• Provide DevOps and DevSecOps consulting and best-practice guidance, including advising on internal frameworks such as the Delivery Governance Framework (DGF) and GitLab Flow.
• Coordinate and oversee implementation work across GitLab team members, partners, and customer points of contact (POCs), ensuring clear asynchronous communication and decision capture, effective execution, and high-quality outcomes.
• Mentor Professional Services and partner consultants by contributing documentation, delivery kits, and training materials, and by leading enablement sessions on how to deliver and position service offerings.
• Maintain and improve delivery automation assets with an emphasis on code cleanliness, maintainability, and appropriate unit/integration testing.
• Support scoping and Statement of Work (SOW) creation with Professional Services Engagement Managers, stay current on monthly GitLab releases, and help Regional Delivery Managers with technical vetting and staffing assessments while maintaining a 55% billable utilization.
• Review and provide input to Professional Services training materials and presentations
• Develop case studies, presentations, design documentation, and best-practice methodologies
• Work closely with customer project teams to ensure accurate task-level articulation of work required

What you’ll bring

• Strong written and verbal communication skills, including the ability to lead technical discussions with customers and partners and communicate risks/trade-offs clearly in an asynchronous environment.
• Prefer San Francisco, Bay Area, PST/MST time zones.
• Up to 50% travel at times
• Demonstrated experience delivering two or more of the following consulting services: source code management migration, cloud architecture, DevOps engineering, or continuous integration and continuous delivery (CI/CD) consulting services.
• Enterprise software development experience, with the ability to translate requirements into clear technical designs and implementation plans.
• Progressive DevOps platform experience, including designing and implementing reliable, scalable systems with clear performance and security trade-offs.
• Hands-on experience deploying and managing infrastructure in cloud providers and on-premises environments, including using tools such as Terraform and Ansible.
• Ability to write clean, maintainable automation/integration code (e.g., Terraform modules, Ansible roles, scripts) and validate changes with appropriate testing and code review.
• Experience performing migrations to GitLab, including using Congregate or similar migration tooling.
• Working knowledge of data consistency and integrity concepts (e.g., ACID properties) and how they impact migration design and performance trade-offs.
• Strong problem-solving, decision-making, organizational, and time management skills, with the ability to manage multiple priorities with minimal supervision.
• Comfort working in a remote, asynchronous environment, using documented decisions (e.g., issues, proposals, and runbooks) to keep work unblocked across time zones while collaborating effectively across GitLab team members, partners, and customer stakeholders.
• Bachelor's Degree in Information Technology, Computer Science, or other advanced technical degree, or equivalent experience

About the team

The Professional Services Technical Architect is part of GitLab's Professional Services organization. We partner with customers who are transitioning to GitLab, expanding how they use an existing GitLab installation, or planning complex upgrades to their infrastructure and processes. Our team brings a diverse set of skills across GitLab deployment, maintenance, and day-to-day usage, along with deep technical knowledge of adjacent tools and platforms. Working closely with Engagement Managers, partner consultants, and customer stakeholders, we focus on delivering high-quality outcomes, sharing best practices, and helping customers realize faster time to value from their GitLab investment. We operate in GitLab's remote, asynchronous environment and rely on clear documentation and transparent communication to collaborate effectively.

This role models skills and behavior aligned with GitLab Values and typically reports to the Regional Delivery Manager. As a Professional Services Technical Architect, you will work more independently than an associate consultant, leveraging deep technical expertise to drive customer outcomes.

As a Senior Manager, Engagement Management, you'll help scale GitLab's Professional Services business across Europe and Asia by managing a team that works closely with Sales and Customer Success to turn customer needs into clear services proposals and faster time to value. This is a strategic leadership role with regional scope, focused on professional services sales, forecast accuracy, team development, and stronger alignment across go-to-market teams. You'll report through the Professional Services organization and play a key role in shaping how GitLab supports enterprise and commercial customers adopting our AI-powered DevSecOps platform.

This is a strong fit if you're energized by building a repeatable services selling motion, coaching managers and individual contributors through complex deals, and improving how teams work across regions in an all-remote environment. In your first year, you'll help strengthen forecasting discipline, improve opportunity distribution and proposal quality, and create more consistent practices for discovery, scoping, estimation, and statement of work development.

What you’ll do

• Manage a team of Engagement Managers responsible for consultative Professional Services selling across your region.
• Manage regional Professional Services bookings accountability and maintain a timely, accurate weekly forecast.
• Coach team members on pipeline generation, opportunity prioritization, customer discovery, scoping, estimation, statement of work creation, negotiation, and closing.
• Work with Sales Leadership and Customer Success leaders to align territory priorities, forecast updates, and services strategy.
• Distribute customer opportunities across the team to support balanced geographic or segment coverage.
• Develop strategic proposals that align the Engagement Manager team with Sales and Customer Success organizations.
• Partner with Professional Services Delivery, Ecosystem Partners, and Product teams to define common estimation patterns and proposal standards.
• Improve the Professional Services sales process, including proactive services positioning, scalable offerings, and more consistent selling practices.

What you’ll bring

• Experience managing, guiding, or delivering work in Professional Services or Customer Success environments.
• Experience supporting Professional Services sales, including consultative selling and customer-facing solution discussions.
• Ability to work effectively with Account Executives and other go-to-market partners during the sales process.
• Knowledge of subscription-based business models across SaaS and on-premises offerings.
• Capability to coach teams through complex negotiations, prioritization decisions, and structured deal execution.
• Comfort using GitLab in day-to-day work and staying current with product releases and feature updates.
• Skill in guiding distributed teams through clear communication, accountability, and asynchronous collaboration.
• Openness to candidates with transferable experience from related services, customer-facing, or revenue-focused leadership roles.

About the team

We are part of GitLab's Professional Services organization and support customers by shaping services engagements that help them adopt GitLab effectively and realize value sooner. In this role, you'll manage Engagement Managers who work as a sales overlay across regions, partnering with Sales, Customer Success, Delivery, Product, and partners in an asynchronous, all-remote environment. Our work centers on building scalable services selling practices, improving proposal quality and consistency, and aligning regional execution with broader Professional Services strategy. For more on how GitLab works, see [Link: Team Handbook Page] and [Link: Related Initiative].

A highly visible and customer-facing position, within the Professional Services organization, and the wider Customer Success team, that works with but not limited to Professional Services Engineers, Project Managers, Engagement Managers, Technical Architects, Professional Services Operations, and the Sales Organization. A Program Manager is responsible for overseeing and managing customer programs and a portfolio of projects. Their primary role is to ensure the successful delivery of client projects, including long-term strategy, while also managing the overall program and providing strategic guidance to the team and customer. The Professional Services Program Manager reports to the Regional Delivery Manager.

Responsibilities

• Lead delivery of multi-workstream professional services engagements with some of the largest and most strategic customers.
• Build strong relationships with key customer stakeholders including executive leaders, counterpart program/project managers, engineering, development, and security and teams.
• Develop a delivery methodology that leverages agile and project management best practices. Communicate how this methodology will be used to key customer stakeholders. Lead the execution of the methodology by bringing together customer and GitLab team members.
• Build and continuously communicate Program Roadmap, dependencies, and deliverables
• Manage stakeholder expectations to gain approval from stakeholders on project milestones.
• Define program strategy to include
  • Program justification
  • Program benefits
  • In scope / Out of scope projects
  • Timeline and schedule
  • Resources (how many teams, PMs, PSEs, TAs etc)
  • Identify Stakeholders
• Create a program level RACI chart
• Define Program Success Criteria
• Create Program Level WBS (Work Breakdown Structure) for all the projects
• Create Communication plans between projects with Stakeholders
• Define Program Escalation Path
• Work closely with Engagement Managers to define workstreams when scoping larger customer programs, which may include reviewing proposals or Statements of Work prior to signature
• Assist the Regional Delivery Managers in creating and executing quarterly OKRs that drive optimization of all Project Manager processes

Requirements

• Proficiency with forecasting and reporting metrics
• Ability to lead Project Management Program Level meetings, including but not limited to, the Weekly PM meeting
• Ability to formulate, organize, monitor, and manage inter-connected projects
• Ability to manage budgets and timelines for long-term projects
• Develop long-term plans in collaboration with customers
• Ability to partner with Engagement Managers and Architects to develop long term plans in support of customer adoption and transformation
• GitLab Project Management Certified within 2 months of the role

A highly visible and customer-facing position, within the Professional Services organization, and the wider Customer Success team, that works with but not limited to Professional Services Engineers, Project Managers, Engagement Managers, Technical Architects, Professional Services Operations, and the Sales Organization. A Program Manager is responsible for overseeing and managing customer programs and a portfolio of projects. Their primary role is to ensure the successful delivery of client projects, including long-term strategy, while also managing the overall program and providing strategic guidance to the team and customer. The Professional Services Program Manager reports to the Regional Delivery Manager.

Responsibilities

• Lead delivery of multi-workstream professional services engagements with some of the largest and most strategic customers.
• Build strong relationships with key customer stakeholders including executive leaders, counterpart program/project managers, engineering, development, and security and teams.
• Develop a delivery methodology that leverages agile and project management best practices. Communicate how this methodology will be used to key customer stakeholders. Lead the execution of the methodology by bringing together customer and GitLab team members.
• Build and continuously communicate Program Roadmap, dependencies, and deliverables
• Manage stakeholder expectations to gain approval from stakeholders on project milestones.
• Define program strategy to include
  • Program justification
  • Program benefits
  • In scope / Out of scope projects
  • Timeline and schedule
  • Resources (how many teams, PMs, PSEs, TAs etc)
  • Identify Stakeholders
• Create a program level RACI chart
• Define Program Success Criteria
• Create Program Level WBS (Work Breakdown Structure) for all the projects
• Create Communication plans between projects with Stakeholders
• Define Program Escalation Path
• Work closely with Engagement Managers to define workstreams when scoping larger customer programs, which may include reviewing proposals or Statements of Work prior to signature
• Assist the Regional Delivery Managers in creating and executing quarterly OKRs that drive optimization of all Project Manager processes

Requirements

• Proficiency with forecasting and reporting metrics
• Ability to lead Project Management Program Level meetings, including but not limited to, the Weekly PM meeting
• Ability to formulate, organize, monitor, and manage inter-connected projects
• Ability to manage budgets and timelines for long-term projects
• Develop long-term plans in collaboration with customers
• Ability to partner with Engagement Managers and Architects to develop long term plans in support of customer adoption and transformation
• GitLab Project Management Certified within 2 months of the role