Remote Staff: Professional Services Operations Lead

Bilinguallink; Aurora; Remote; CAD 198,000 - 334,000; Full time

Job summary

GitLab is hiring a Staff Professional Services Operations Lead to build scalable PS operations. You will move manual processes to connected, automated workflows and partner with Finance, Sales, CX, and Delivery to improve PSA, time-tracking, CRM, and reporting.

You will report to the Director of Customer Experience Operations, driving forecasting, capacity planning, and performance visibility to support growth and global remote teams.

Qualifications

• 10+ years in Professional Services Operations or related functions.
• Experience forecasting and planning connecting sales pipeline to delivery capacity, staffing, bookings, and revenue.
• Strong analytical, business judgment, communication, and stakeholder management skills.
• Hands-on, pragmatic approach to solving ambiguous operational problems.

Responsibilities

• Mature the PS operating cadence, including forecasting & planning alignment, business reviews, performance reporting, and executive readouts.
• Establish connected capacity, utilization, and resource management across billable and non-billable roles.
• Improve visibility into project economics, including rate cards, fully loaded costs, burden rates, project margin, budgets, utilization, and revenue recognition.
• Partner with Finance, Sales, Customer Success, CX Engineering, Solutions Architecture, and Delivery to improve PSA, time-tracking, CRM, reporting, and related tooling.
• Define requirements and lead process improvements, automations, and efficiency drivers across Professional Services, Operations, and newly integrated services teams.
• Improve go-to-market alignment by tracking PS attach, connecting PS planning to account and renewal timelines, and enabling earlier PS involvement in deal strategy.
• Partner cross-functionally to deliver improvements in service catalog, pricing and packaging, SKU governance, and partner or channel delivery models.
• Document processes, clarify roles and decision rights, and partner with Analytics to build self-service reporting that reduces dependencies of PS leadership.

Skills

PS Operations

Forecasting & Planning

Resource Management

Delivery Operations

Stakeholder Management

Analytical Skills

Problem Solving

Kantata PSA

Revenue Recognition

Tools

Kantata

Job description

GitLab is hiring a Staff Professional Services Operations Lead to build scalable PS operations. You will move manual processes to connected, automated workflows and partner with Finance, Sales, CX, and Delivery to improve PSA, time-tracking, CRM, and reporting.

You will report to the Director of Customer Experience Operations, driving forecasting, capacity planning, and performance visibility to support growth and global remote teams.