Senior Director, Professional Services

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GitLab

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Build software faster. The One DevOps Platform enables your entire org to collaborate around your code. We're hiring.

1001 - 5000

💰 Secondary Market on 2020-11

Description

• GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. • A Senior Director of Professional Services is a high-level executive role responsible for overseeing the delivery of services to clients and ensuring the satisfaction and success of those clients. • Lead, mentor, and develop a team of professional services managers, architects, engineers, and other staff. • Foster a culture of high performance, continuous improvement, and customer-centricity within the team. • Set clear goals and objectives for the professional services team and ensure alignment with overall company strategy. • Oversee the delivery of professional services to ensure they meet client expectations and contractual obligations. • Build and maintain strong relationships with key clients, acting as a senior point of contact for escalations and critical issues. • Ensure client satisfaction and drive client success, leading to renewals, upsells, and positive referrals. • Develop and execute the professional services strategy, including service offerings, delivery models, and go-to-market plans. • Collaborate with sales, product, and customer support teams to align on client needs and ensure cohesive service delivery. • Identify new service opportunities and drive innovation in service delivery to enhance client value and competitive positioning. • Manage under the professional services P&L, including budgeting, forecasting, and financial performance tracking. • Ensure services are delivered efficiently and cost-effectively, optimizing resources and maximizing profitability. • Develop pricing strategies for services that reflect value delivered and market conditions. • Establish and enforce best practices, standards, and methodologies for service delivery. • Continuously assess and improve service delivery processes to increase efficiency, quality, and customer satisfaction. • Implement metrics and KPIs to measure and improve the effectiveness of the professional services team. • Work closely with product development teams to ensure services are aligned with product capabilities and roadmap.

Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field; a Master’s degree or MBA is often preferred. • 10+ years of experience in professional services, consulting, or a related field, with at least 5 years in a leadership or management role. • Proven track record of successfully managing large-scale service delivery projects and teams, preferably in a technology or software company. • Strategic thinking and business acumen, with the ability to develop and execute a services strategy that aligns with company goals. • Financial acumen, including experience managing budgets, forecasts, and P&L. • Strong analytical and problem-solving skills, with the ability to make data-driven decisions. • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and senior executives. • Demonstrated progressive experience managing, leading and/or delivering professional services. • Proven experience building and leading a team of 50+ people in fast-paced, growing company. • Demonstrated progressive experience with a subscription-based business model, delivering on-premises and SaaS solutions. • Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners. • Demonstrated experience building and scaling a professional services business with accountability for financial targets. • Experienced with software development lifecycle (i.e., SDLC), agile, DevOps, software development tools, technologies (e.g., Docker, Kubernetes), and/or cloud platforms (AWS, GCP, Azure). • Ability to be an evangelist for GitLab customers and serve according to GitLab’s values. • Ability to travel up to 20%. • Ability to use GitLab. • Ability to travel if needed and comply with the company’s travel policy.

Benefits

• 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