Professional Services, Program Manager

An overview of this role

As a Professional Services Program Manager at GitLab, you will lead the delivery of complex, multi-workstream services engagements for some of our largest and most strategic customers. You will help customers turn transformation goals into clear execution plans by bringing structure, visibility, and accountability across interconnected projects. Working closely with customer stakeholders and GitLab team members, you will guide programs from planning through delivery while building trusted relationships across executive, technical, and delivery teams. In this role, you will define and apply a strong delivery methodology grounded in agile and project management best practices, communicate that approach clearly, and keep teams aligned on milestones, dependencies, and outcomes. This is a strong opportunity to shape how customers adopt GitLab at scale and help them realize meaningful business value through effective program leadership.

What you'll do

• Lead delivery of multi-workstream professional services engagements for large and strategic customers, maintaining a consistent focus on measurable customer outcomes and business value realization throughout the program lifecycle
• Build strong relationships with customer stakeholders, including executive leaders, program and project managers, engineering, development, and security teams
• Develop and apply a delivery methodology that uses agile and project management best practices, and communicate how the methodology will be used throughout the program
• Create and continuously communicate program roadmaps, dependencies, milestones, and deliverables across connected projects
• Manage stakeholder expectations and secure approval on major milestones, decisions, and delivery plans — including proactive identification and mitigation of risks that could impact delivery timelines, scope, or customer outcomes
• Define program strategy, including business justification, expected benefits, in-scope and out-of-scope work, timelines, schedules, resources, stakeholders, and success criteria
• Establish core program structures such as RACI charts, work breakdown structures, communication plans, and escalation paths
• Develop and maintain revenue forecasts for assigned programs, partnering with Engagement Managers to track actuals against plan, flag variances early, and support accurate business reporting
• Lead change management activities across programs, including identifying organizational impacts, developing adoption plans, and ensuring customers are prepared to sustain the outcomes delivered
• Work closely with Engagement Managers and Delivery Managers to support program scoping, review delivery assumptions, and help improve project management processes through quarterly initiatives

What you'll bring

• Experience leading complex programs with multiple interdependent projects, stakeholders, and timelines — ideally in an external, billable professional services or consultancy environment rather than internal program management alone
• Strong skill in program planning, forecasting, reporting, and communicating delivery metrics clearly to internal and external stakeholders
• Top Secret Security Clearance a plus
• PMI Certification(s) or similar industry certifications a plus
• Ability to organize, monitor, and manage long-term project budgets, schedules, risks, and dependencies
• Proven ability to build collaborative relationships with customers and partner effectively with Engagement Managers, Architects, and delivery teams
• Working knowledge of agile and other project management approaches, with the judgment to apply the right structure to different customer needs
• Ability to develop long-term plans that support customer adoption, transformation, and successful delivery outcomes
• Domain familiarity with one or more of the following: data migrations, software implementations, IT application modernization or transformation, or end-user training programs; experience with DevOps tooling or platforms is a plus
• A continuous improvement mindset, with a track record of collaborating with peers and leadership to identify inefficiencies, propose process improvements, and drive meaningful changes to delivery practices and team operations
• Comfort leading program-level meetings and driving progress across multiple workstreams
• Willingness to complete GitLab Project Management certification within 2 months of starting in the role

About the team

On our Professional Services team, we help customers adopt GitLab effectively by turning strategy into structured delivery. As Program Managers on our team, we bring clarity to large, complex engagements by coordinating people, plans, and processes across multiple workstreams. We work closely with customers, Engagement Managers, Architects, and delivery leaders to create practical plans, manage risk, and keep programs moving toward agreed outcomes. Because we operate in an all-remote, asynchronous environment, we value clear communication, strong documentation, and ownership. This role is well suited for you if you enjoy building order in complex environments, guiding stakeholders through change, and helping customers make progress on meaningful transformation efforts.