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GitLab is seeking a Senior Professional Services Engagement Manager for the EMEA region to drive growth by structuring services engagements that create partnership and shared success with customers. Reporting to the Senior Manager of Engagement Management, EMEA, you will work at the intersection of technical solutioning and customer requirements, aligning each engagement to unique needs and objectives.
In this role, you will build trusted advisor relationships with technical leaders and partners, helping integrate professional services into account strategies from early discovery through successful delivery. You will design and structure outcome-based professional services engagements that align GitLab capabilities to customer needs, partnering with account executives, solutions architects, and delivery leaders to turn complex DevSecOps transformations into clear, actionable implementation roadmaps and statements of work.
Key responsibilities include:
- Building trusted advisor relationships with division chiefs, program managers, and technical leaders
- Conducting discovery sessions with prospects and Systems Integrators to understand current-state capabilities, requirements, and desired business outcomes
- Designing outcome-oriented services proposals that align GitLab capabilities with customer success metrics and objectives
- Structuring engagements and commercial proposals while maintaining flexibility for staff augmentation and packaged offerings
- Developing custom-scoped SOWs and staffing plans for complex implementations, engaging with technical architects and delivery leadership
- Articulating GitLab's services value proposition, catalog offerings, and implementation methodologies in the context of customer requirements
- Gaining agreement on scope and price while guiding customers through commercial terms, procurement processes, and contracting structures
- Managing project- and account-level escalations to ensure rapid resolution and maintain customer confidence
- Positioning consulting, training, success tiers, and additional solutions proactively to ensure successful outcomes and long-term retention
- Facilitating solutioning sessions including implementation roadmapping, enterprise strategy discussions, and executive-level requirements gathering
- Driving measurable outcomes by structuring services that support customer success metrics, accurately forecasting services bookings, and tracking key performance indicators
- Owning the engagement lifecycle from initial discovery through pre-sales solutioning, scoping, SOW development, staffing alignment, and transition to delivery
- Influencing cross-functional teams by articulating GitLab's professional services value proposition and feeding customer insights back into sales, delivery, and practice management
- Partnering with regional sales and engagement leadership to prioritize and manage services opportunities that support critical deals and strategic initiatives
- Fostering a culture of enablement and continuous improvement by training field teams on positioning and selling professional services
Requirements:
- Demonstrated progressive experience structuring, scoping, and selling professional services engagements in the EMEA region
- Proven success operating in a pre-sales context, conducting discovery, designing outcome-oriented proposals, and developing custom statements of work and staffing plans for large, complex implementation projects
- Solid understanding of software development lifecycle (SDLC), DevOps practices, and cloud transformation initiatives, with the ability to connect technical solutions to mission objectives and measurable business outcomes
- Effective communication and interpersonal skills with executive presence; ability to build trusted advisor relationships with division chiefs, program managers, contracting stakeholders, and senior technical leaders
- Highly developed facilitation, negotiation, and problem-solving skills, including the ability to guide customers through acquisition processes, commercial structures, and risk mitigation strategies
- Comfort working cross-functionally with sales, solutions architecture, delivery, and operations teams to align on deal strategy, staffing, and successful execution in a fast-paced environment
- Capacity to work autonomously and asynchronously in a fully remote setting, managing multiple complex opportunities while maintaining accurate forecasting and consistent alignment with GitLab values and goals
