The Professional Services team at GitLab is a part of the Customer Success department.
Here are links to the most popular Professional Services topics.
The Professional Services team is organized according to specialized functions and responsibilities. Click a Function link below to access details for specific team workflows and responsibilities.
|Delivery||Service delivery planning, scheduling, and execution through specialized engineering and instructor team members|
|Engagement Management||Opportunity and SOW scoping and closing in collaboration with GitLab Sales team members|
|Instructional Design and Development||Educational content creation, deployment, and maintenance|
|Practice Management||Definition, planning, go-to-market, and performance for specific categories of professional services offerings|
|Project Management||Project planning and execution|
|Professional Services Operations||Project Coordination, scheduling, and backend processes|
GitLab Professional Services enables customers and partners to realize the full value of GitLab solutions to increase operational efficiencies, deliver better products faster, and reduce security and compliance risks.
Professional Services provides the following benefits to both GitLab customers and GitLab itself.
Benefits to our customers
Having a Professional Services team benefits our customers in the following ways:
Benefits to GitLab
Today GitLab Professional Services offerings are delivered directly by GitLab team members as described in our Professional Services product pages.
In the future we plan to enable selected channel partners to deliver Professional Services offerings to GitLab customers. This will allow us to accomplish the following operational objectives.
|Robert Clark||Delivery||Public Sector Manager, Customer Success|
|Syeda Firdaus||Delivery||Professional Services Engineer|
|Donita Farnsworth||Project Coordinator/ Operations||Sr. Project Coordinator|
|Adriano Fonseca||Delivery||Sr. Professional Services Engineer|
|Victoria Goddard||Project Management||Sr. Professional Services Project Manager|
|Michael Leopard||Delivery||Sr. Professional Services Engineer, Public Sector|
|Mike Lindsey||Delivery||Professional Services Engineer|
|Michael Lutz||Professional Services Leadership||Sr. Director, Global Professional Services|
|Kendra Marquart||Instructional Design and Development||Sr. Technical Instructional Designer|
|Jo Marquez||Delivery||Professional Services Engineer|
|Bryan May||Practice Management||Principal Practice Manager, Consulting Services|
|Glenn Miller||Delivery||Sr. Professional Services Engineer|
|Jordan Ng||Delivery||Professional Services Engineer|
|Nicki Peric||Delivery||Professional Services Engineer|
|Petar Prokic||Delivery||Sr. Professional Services Engineer|
|Melani Ross||Delivery||Sr. Manager, Professional Services|
|Ed Slatt||Engagement Management||Engagement Manager|
|David Tacheny||Delivery||Principal Technical Architect|
|Kevin Vogt||Delivery||Sr. Professional Services Engineer|
|Allison Walker||Project Management||Sr. Project Manager (PMO)|
|Christine Yoshida||Practice Management||Manager, Practice Management, Education Services|
|Chris Cowell||Education Services||Sr. Technical Trainer|
|Thiago Presa||Delivery||Professional Services Engineer|
|Vee Purohit||Delivery||Professional Services Engineer|
GitLab Professional Services measures success through tracking business profitability and resource utilization. The targets for FY21 are as follows.
Utilization GitLab Professional Services Engineers track and categorize the utilization of their working hours as either Billable utilization or Productive utilization.
Billable utilization is time worked on defined scope that will be charged to a customer according to a contractual SOW.
Productive utilization is time worked on assigned tasks that benefit GitLab and GitLab Customers (overall utilization including marketing, sales, general management, training, internal projects, etc.)
We use the following definitions to determine and track utilization.
|Utilization||(Working Hours ÷ Available Hours) × 100%||varies|
|Billable Utilization||(Billable Working Hours ÷ Utilization) × 100%||70% target|
|Productive Utilization||(Productive Working Hours ÷ Utilization) × 100%||30% target|
|Available Hours||Total Weekday Hours － Non-Working Hours||1792 hrs|
|Total Weekday Hours||(8 Hours × 5 days × 52 weeks)||2080 hrs|
|Non-Working Hours||(Holiday Hours + PTO Hours + Training Hours)||288 hrs|
|Holiday Hours||11 holidays × 8 hrs/day||88 hrs|
|PTO Hours||20 PTO days × 8 hrs/day||160 hrs|
|Training Hours||5 professional development days × 8 hrs/day||40 hrs|
Customer Satisfaction (CSAT) This performance indicator measures how satisfied our customers are with their interaction with the GitLab PS team. This is based on survey responses from customers sent at the end of each engagement.
GitLab offers a full catalog of professional services including implementation, migration, and education delivered by GitLab experts. Click the links to learn more about our framework and for a detailed listing of our standard SKU offerings.
Follow these guidelines for contacting us and ordering Professional Services.