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An overview of this role
A Delivery Manager (partner-focused) is responsible for overseeing the successful delivery of Professional Services Delivery through internal teams as well as external partners, building and maintaining strong relationships with them, ensuring they meet performance expectations, and acting as the primary point of contact for operational issues, collaborating closely with internal teams to resolve challenges and optimize partner performance across the entire delivery lifecycle.
A highly visible and customer-facing position, within the Professional Services organization, that works with but not limited to Professional Services Engineers, Project Managers, Engagement Managers, Technical Architects, Professional Services Operations, Sales Organization, and the Partner ecosystem. A Delivery Manager is responsible for overseeing and managing customer programs and a portfolio of projects within a particular geography. Their primary role is to ensure the successful delivery of client projects, including long-term strategy, while also managing the overall program and providing strategic guidance to the team and customer. Building out the partner ecosystem and working with strong partners within the geo will be a key function for this role. The Professional Services Delivery Manager reports to the Global Senior Director of Delivery.
What You’ll Do
- Standardization: Establish and maintain GitLab project delivery standards and methodologies to ensure consistency across all projects, including the definition of processes, templates, and guidelines that delivery teams follow as a way of ensuring consistent delivery.
- Team Member Oversight: Oversee the work of the Program Delivery team, including project managers, program managers, Technical Architects, PS Engineers, and any subcontracted resources. This involves providing guidance, support, and feedback to ensure that projects are on track and aligned with Professional Services and customer objectives.
- Project Oversight: Monitor the progress of all Professional Services customer projects. The Delivery Manager is responsible for ensuring that projects are delivered on time, within scope, within budget, and meet/exceed the customer’s defined success criteria.
- Resource Management: Work closely with PS Operations and technical managers to ensure effective resource allocations to meet project demands. This includes personnel, budget, and any other resources necessary for project success.
- Manages partner resource allocation across multiple client projects, ensuring optimal utilization and skills matching
- Acting as the Gitlab people leader of Partner Resources
- Monitors project health, deliverables, and KPIs across partner-delivered engagements
- Driving quality and consistency across internal and partner delivery standards
- Resolves escalations between clients, internal teams, and partner resources
- Maintains regular communication with resource managers and partner leadership on capacity, performance, and strategic alignment
- Implements standardized processes for performance evaluation of resources and feedback loops for internal teams and with Partner leadership
- Incorporates lessons learned and delivery kit updates back into practice resources
- Risk Management: Identify and mitigate risks associated with projects. The Delivery manager will work closely with the Delivery team and sales teams to anticipate potential issues and develop strategies to address them before they impact customer project delivery.
- Communication: Facilitate communication between different project teams, stakeholders, partner organizations, and organizational leadership. Clear and effective communication is essential for successful customer project management.
- Develop and manage the partner onboarding process, ensuring smooth integration of new partners into the company's systems and workflows.
- Provide necessary training and support to partners on company policies, procedures, and product offerings.
What You’ll Bring
- 8+ years experience in professional services delivery management
- A Bachelor’s degree in Business Administration, or a related field
- A minimum of five year’s experience in a supervisory position (required)
- DevOps industry-specific understanding of services and technology involved
- A minimum of ten years of experience in the industry
- Track record of managing complex, multi-stakeholder projects
- Strong relationship management and communication skills with the ability to build trust and rapport with external partners.
- Experience with resource management and capacity planning
- Excellent problem-solving and communication abilities
- A Project Management Professional (PMP) Certification (preferred)
How GitLab will support you
- 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 Fund
- Parental leave
- Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
