Staff Professional Services Operations Manager

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Work arrangement: Not specified
Location: Canada
Salary: Not specified
Apply by: Not specified
Employment type: Full-time
Experience: Not specified

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About This Role

GitLab operates an intelligent orchestration platform for DevSecOps, helping organizations boost developer efficiency, streamline operations, and minimize security and compliance risks. More than half of Fortune 100 companies and over 50 million registered users rely on the platform to ship secure software rapidly. Team members at the company incorporate artificial intelligence into daily workflows as a core productivity driver. The organization is seeking a Staff Professional Services Operations Manager to…

Job Description

The organization is seeking a Staff Professional Services Operations Manager to establish scalable processes within Customer Experience Operations. Reporting to the Director of Customer Experience Operations, this position acts as a strategic collaborator for Professional Services leadership. The incumbent will transition the department from manual workflows to connected, reliable, and automated systems.

This role focuses on planning, resource management, operational tooling, delivery operations, financial visibility, and go-to-market alignment. The ideal candidate brings extensive background in services operations and a hands-on approach to resolving ambiguous operational challenges. Responsibilities include shaping business cadences, improving project economics, refining capacity planning, and partnering across departments such as Finance, Sales, and Customer Success.

Responsibilities

Develop and improve the Professional Services operating cadence, encompassing forecasting, business reviews, and executive reporting.
Establish connected capacity, resource management, and skill-based staffing practices across billable and non-billable positions.
Enhance visibility into project economics, covering rate cards, fully loaded costs, margins, fixed-fee budgets, and revenue recognition.
Collaborate with Finance, Sales, Customer Success, and delivery teams to optimize PSA, time-tracking, CRM, and reporting tools.
Define requirements and lead process automation and efficiency improvements across services and operations teams.
Track service attachment rates and connect planning to account and renewal timelines to improve go-to-market alignment.
Partner cross-functionally on service catalogs, pricing, packaging, SKU governance, and channel delivery models.
Document processes, clarify decision rights, and work with Analytics to create self-service reporting tools for leadership.

Requirements

Ten or more years of experience in Professional Services Operations, Services Operations, Revenue Operations, or a related field within a technology or subscription business.
Comprehensive understanding of Professional Services business models, including time and materials, fixed-fee, and blended engagements.
Demonstrated experience owning forecasting and planning processes linking sales pipeline to delivery capacity, bookings, and revenue.
Familiarity with resource management, utilization metrics, project margins, delivery operations, and PSA systems.
Hands-on experience utilizing Kantata or a comparable Professional Services Automation platform.
Strong analytical judgment, communication, and stakeholder management abilities.

Qualifications

Experience integrating multiple services organizations, operating models, or systems, or driving operations transformation.
Background in improving service attachment rates, deal structuring, account planning, or sales cycle participation.
Familiarity with partner, channel, or customer-funded delivery models.
Experience working within a distributed or all-remote organization.

Core Skills

Git Communication Leadership Sales Recruitment

Benefits

Flexible paid time off
Team member resource groups
Equity compensation and employee stock purchase plan
Growth and development fund
Parental leave

Frequently Asked Questions

Answers are based only on the employer’s listing; where it doesn’t say, neither do we.

What is the employment type for this role?

This is a full-time position.

Is this position remote?

All roles at GitLab are remote, although specific positions may carry location-based eligibility requirements.

What is the salary range for this job?

The base salary range for United States residents is $139,200 to $235,200 USD, determined by factors such as interviews, education, experience, and geographic location.

How do I apply if I do not meet every single requirement?

Candidates with varying levels of experience are welcomed to apply, and recruiters will assess applications even if applicants do not meet every single stated qualification.