Professional Services Team Handbook
Professional Services Handbook
The Professional Services team at GitLab is a part of the Customer Success department.
Quick links
Here are links to the most popular Professional Services topics.
- Marketed Offerings
- Offerings Framework & Delivery Kits
- Positioning
- Process and Methodology
- Selling
- Working with PS
- SKUs
- Education Services
- GitLab Technical Certifications
- Partner Collaboration
- Sales enablement
- Professional Services Operations
- Escalation Process
Team functions
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.
Function | Responsibilities |
---|---|
Delivery | Service delivery planning and execution through specialized engineering 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 |
Professional Services Technical Architect | Team technical leadership, project quality and technical escalations |
Direction
Mission
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.
Goals
- Measure benefits of Professional Services’ contributions to product growth, adoption, retention, and time-to-value to drive internal stakeholders (Sales, Product, CS), external customers and partner success
- Predictably meet or exceed company financial performance goals for Professional Services through services delivery by overachieving project goals while maintaining project profitability targets
- Increase market opportunities and delivery elasticity by expanding to a partner-leveraged delivery model in order to reach more customers
- Ensure high-quality service delivery for GitLab direct and partner delivered services
For Success Critera mapped to these goals, check out our FY22 strategy, GitLab Team Members Only.
Value of Professional Services
- With PS engagement, customers start leveraging the full capabilities of GitLab earlier with improved proficiency, reduced risk, and increased competitive advantage.
- When engaging with Professional Services, customers adopt at higher rates in both stage expansion and active user growth.
- Partners benefit from GitLab PS expertise, advocacy and credibility to help grow their business practice while helping improve customer success, and increase ARR.
GitLab Professional Services Methodology
GitLab Professional Services offerings sold and scoped by the PS Engagement Management team in partnership with the GitLab Account teams. Services are delivered directly by GitLab team members or by partners. We are building out the partner selling and delivery process to:
- Ensure we have local coverage globally
- Scale professional services in alignment with GitLab business growth
- Create a partner revenue stream
Team Members
Check out the professional services team page
Team metrics
GitLab Professional Services measures success through tracking business profitability and resource utilization. The targets for FY21 are as follows.
-
Long term profitability target: 30% gross margin
-
Project Manager, Program Manager and Engineer Utilization targets: 70% billable hours
-
Technical Architect Utilization target: 55% billable hours
-
Billable utilization is time worked on defined scope that will be charged to a customer according to a contractual SOW.
We use the following definitions to determine and track utilization.
Metric | Formula/Description | Value |
---|---|---|
Utilization | (Working Hours ÷ Available Hours) × 100% | varies |
Billable Utilization | (Billable Working Hours ÷ Utilization) × 100% | varies |
Holiday Hours | 11 holidays × 8 hrs/day | 88 hrs |
PTO + F&F Hours | 28 PTO days + 4 F&F × 8 hrs/day | 256 hrs |
Summit | 5 Summmit - SKO days × 8 hrs/day | 40 hrs |
Non-Working Hours | (Holiday Hours + PTO Hours + Training Hours) | 384 hrs |
Total Weekday Hours | (8 Hours × 5 days × 52 weeks) | 2080 hrs |
Available Hours | Total Weekday Hours - Non-Working Hours | 1696 hrs |
Quarterly Hour Total | Total Available Hours / 4 | 424 hrs |
Program/Project Manager, Engineer Quarterly Target | Quarterly Hour Total * .7 | 296.8 hrs |
Technical Architect | Quarterly Hour Total * .55 | 266.2 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. On a scale of 1-5, if the customer submits a 4 or 5, we consider this Customer to be Satisfied
with the services delivered.
Professional Services offerings
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.
Working with Professional Services
Follow these guidelines for contacting us and ordering Professional Services.
GitLab Certified Migration Services Engineer
GitLab Certified Trainer
GitLab Professional Education Services
GitLab Technical Certifications
Partner Collaboration
Positioning Professional Services
Processes and Methodology
Professional Service Operations
Professional Services Engagement Management
Professional Services Engineering Workflows
Professional Services Instructional Design and Development
Professional Services Offerings
Professional Services Offerings Framework
Professional Services Practice Management
Professional Services Project Management
Professional Services Remote Training Session Setup and Reporting
Professional Services Technical Architect
PS Standard SKUs
Remote Training Facilitation Best Practices
Selling GitLab Professional Services
Services to Accelerate Customer Adoption
Setting up your Development Environment
Working with Professional Services
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