Manager, Advanced Professional Services EMEA in London

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.

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.
• 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.

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

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.

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.