Professional Services Program Manager

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