Manager, Advanced Professional Services EMEA

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. 

Benefits: 

We care about you. Fastly works hard to create a positive environment for our employees, and we think your life outside of work is important too. We support our teams with great benefits that start on the first day of your employment with Fastly. Curious about our offerings?

We offer a comprehensive benefits package designed to meet your needs. Our offerings may vary depending on the country where you work and are subject to change.