Manager, Advanced Professional Services EMEA

Triwill Group; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Fastly in London is seeking an exceptional leader to manage a team of Professional Services engineers and architects. You will drive onboarding, configuration migration, go-live and ongoing customer success across EMEA, balancing delivery quality with customer outcomes.

You will set regional priorities, coach the team, manage escalations and coordinate with Sales, Product and Engineering to ensure scope, timelines and value. Travel readiness required for customer meetings and events.

Qualifications

• 8+ years in professional services or related customer-facing technical roles.
• 4+ years of people-management leading distributed teams.
• Exceptional communication and analytical skills.
• Broad technical expertise in cloud/internet architectures and scripting development.
• Willingness to travel for customer meetings.

Responsibilities

• Lead, coach and develop a team of Professional Services Engineers and Architects.
• Set regional priorities and translate strategy into operating plans and measurable outcomes.
• Oversee delivery health across EMEA engagements and allocate resources accordingly.
• Build relationships across Client Services, Sales, Account Management, Product, Engineering and operations.
• Partner with Sales to validate engagement scope, services effort and commercial assumptions.
• Act as senior escalation point for complex customer and delivery issues and coordinate response.

Skills

Leadership

Communication

Customer-facing

Cloud architecture

Travel readiness

Job description

Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including GitHub, Yelp, Paramount, and JetBlue.

We're building a more trustworthy Internet. Come join us.

Manager, Professional Services

Fastly is looking for an exceptional customer-centric leader to manage a team of post-sales technical experts. Fastly’s Professional Services team provides expert-level technical guidance to customers integrating our products into their application stacks. This means we are working with the latest technological innovations, learning about them, and using our experience to determine how best to use them. Our engagement with customers starts with service onboarding, configuration migration, traffic go-live, and training. We also continue to work with customers as they get on board, helping integrate our services with their applications to ensure customers get the most out of Fastly.

As the Manager of Professional Services, this role is responsible for providing effective leadership across the team to ensure successful customer engagement and retention by delivering high-value outcomes on designated cases. Key activities include driving internal alignment to ensure a high-quality customer experience, measuring technical and performance results, assisting with customer scoping and escalations, providing feedback and coaching to develop the team, and creating operational plans to scale team impact.

What You'll Do:

• Lead, coach and develop a team of Professional Services Engineers and Architects, including onboarding, regular feedback, performance management and career development.
• Set regional priorities and execute against APS objectives, translating strategy into clear operating plans, capacity decisions and measurable outcomes.
• Oversee delivery health across EMEA engagements by prioritising customer demand, allocating resources, monitoring progress and risk, and coordinating delivery around customer needs and team capacity.
• Build and maintain strong relationships across Client Services, Sales, Account Management, Product, Engineering and relevant business operations teams.
• Partner with Sales and commercial operations to validate engagement scope, services effort, entitlements and commercial assumptions, ensuring commitments are deliverable and accurately represented.
• Champion customer needs internally, including escalations, risks, opportunities, product feedback and technical requirements while maintaining clear ownership and scope boundaries.
• Act as a senior escalation point for complex customer and delivery issues, applying sufficient technical depth to guide diagnosis, coordinate the response and make sound trade-offs; contribute hands-on when appropriate.
• Establish and improve delivery workflows, operational service levels, reporting and tooling; use customer, delivery, utilisation and performance data to identify gaps and scale team impact.

What We're Looking For:

• 8+ years of relevant experience in professional services, technical consulting, solutions architecture, sales engineering, technical account management or a comparable customer-facing technical role.
• 4+ years of people-management experience leading distributed, customer-facing technical teams.
• Exceptional communication skills, detail-oriented, and self-motivated leader with strong analytical skills.
• Broad technical expertise, including cloud and Internet architecture, as well as scripting/software development experience.
• Ability to embrace change while maintaining focus on results, customer experience, and employee satisfaction.
• Capable and willing to travel for customer meetings as necessary.
• Demonstrated success managing complex customer engagements, competing priorities, delivery risk and escalations.
• Strong commercial and operational judgement, including services scoping, resource planning and balancing customer outcomes with contractual and delivery constraints.
• Broad technical knowledge of cloud and Internet architectures, including CDN and application-security concepts, with sufficient depth to lead technical discussions and escalations.

We’ll be super impressed if you have experience in any of these:

• Deep CDN, edge compute or WAF/Bot Management experience
• Experience of applied agentic AI in services organisations
• French, German or Spanish language skills

Work Hours:

• This position will require you to be available during core business hours.

Work Location(s) & Travel Requirements:

London with some international Travel

Fastly currently embraces a largely hybrid model for most roles which allows employees flexibility to split their time between the office and home.

Why Fastly?

• We have a huge impact. Fastly is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives. Outside of code, employees are encouraged to share causes close to their heart with others so we can help lend a supportive hand.
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. Fastly is chock full of passionate people and we’re not ‘one size fits all’. Fastly employs authors, pilots, skiers, parents (of humans and animals), makeup geeks, coffee connoisseurs, and more. We love employees for who they are and what they are passionate about.

All job applications must be submitted through our official careers site at www.fastly.com/about/careers. We will never request sensitive information, such as your Social Security number, bank account or credit card information during the application process. All official communication will come from an @fastly.com or @recruiting.fastly.com email address.

Fastly is committed to ensuring equal employment opportunity and to providing employees with a safe and welcoming work environment free of discrimination and harassment. Our employment decisions are based on business needs, job requirements and individual qualifications.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, family or parental status, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Consistent with the Americans with Disabilities Act (ADA) and federal or state disability laws, Fastly will provide reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact your Recruiter, or the Fastly Employee Relations team at [e-mail] or 501-287-4901.

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