Senior Manager, Professional Services Operations – North America

The Professional Services Operations Leader serves as a strategic partner responsible for driving operational excellence, scalability, and business transformation across GitLab’s global Professional Services organization. This role reports to the Sr. Director, CS Strategy and Ops Brittney Sinq and represents operational execution and strategy within the Professional Services Leadership Team.

What you’ll do

Strategic Leadership & Vision

• Drive the strategic direction and operational framework for PS Organization globally
• Partner with PS leadership to develop and execute multi-year strategic plans aligned with company objectives
• Lead organizational design and scaling initiatives across all PS functions
• Establish and oversee global operational standards, metrics, and best practices
• Drive strategic decision-making through data-driven insights and efficiency analysis

Operational Excellence & Innovation

• Own end-to-end PS operations including sales, delivery, resource management, financial performance, and business processes
• Lead digital transformation initiatives to modernize PS operations and enhance scalability
• Design and implement innovative solutions for service delivery optimization
• Drive continuous improvement in operational efficiency, profitability, and customer satisfaction
• Develop strategic KPIs and ensure reporting visibility for PS organization

Financial Management & Business Performance

• Own PS P&L responsibilities including revenue forecasting, budget management, and financial planning
• Inform optimization for PS offerings globally including business model, contracting, GTM, and delivery operations
• Lead annual planning process including headcount, revenue targets, and investment strategies
• Manage complex financial modeling and scenario planning for strategic initiatives
• Partner with Finance to optimize PS business model and improve profitability

Team Leadership & Development

• Build and lead a high-performing global operations team
• Oversee multiple operational functions including Strategy, Resource Management, Tools & Systems, Analytics, and Process Excellence
• Drive talent development and business continuity across PS Operations
• Foster a culture of innovation, accountability, and continuous improvement
• Provide mentorship and career development for team members

Process & Systems Innovation

• Lead the PS technology strategy including evaluation, implementation, and optimization of key systems
• Drive automation and integration initiatives across the PS tech stack with IT
• Own the roadmap for PS operational tools and platforms
• Establish governance framework for process standardization and quality management

• Lead change management for major operational transformations

What you’ll bring 

• Experience:
  •  9+ years of progressive experience in professional services operations or similar role
  • 5+ years of leadership experience managing global teams
  • Proven track record of scaling PS operations in high-growth companies
  • Strong financial acumen with P&L management experience
  • Deep expertise in PSA systems automation tools and systems
  • Excellence in stakeholder management and executive communication
  • Global business experience with an understanding of regional markets