Program Manager, Professional Services at Pagerduty

PagerDuty (NYSE:PD) is a leader in Digital Operations Management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Over 13,000 organizations (including 60 of Fortune 100) rely on PagerDuty to succeed with Digital Transformation, Cloud Migration, and DevOps Modernization. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lululemon and more. We are expanding rapidly as a platform for Digital Operations Management using AI/ML and Automation and growing our adoption by Development, IT, Customer Service, Security, and other teams across the organization. PagerDuty is seeking a Program Manager for Professional Services Planning & Insights to join our talented, customer-focused team! As Program Manager for Professional Services Planning & Insights, you will report to the Professional Services leadership team and partner closely with Customer Success and Sales teams to support the smooth and scalable delivery of technical service offerings through systems, data, and operational rhythms that drive team effectiveness. This is an exciting opportunity to serve as a behind-the-scenes multiplier for a high-performing technical delivery team, focusing on metrics, forecasting, capacity planning, and resource scheduling. The ideal candidate brings analytical rigor, systems thinking, and a pragmatic bias toward clarity and execution with a passion for enabling customer-facing teams to deliver value with excellence and efficiency. KEY RESPONSIBILITIES • Partner with Professional Services leaders to develop and maintain forecasts for services delivery across various offerings and products while supporting quarterly and annual planning cycles • Build and maintain systems for Professional Services resource scheduling, availability tracking, and utilization reporting while aligning staffing with forecasted demand • Design, own, and evolve dashboards and reporting for Professional Services performance, delivery velocity, and customer impact while collaborating with Finance and Business Systems teams • Support delivery leadership in driving continuous improvement projects across Professional Services tooling, templates, and delivery rhythms • Drive visibility into delivery KPIs, consultant utilization, revenue forecasting, and backlog management while standardizing delivery milestone tracking and risk escalation BASIC QUALIFICATIONS • 5+ years in program management, business operations, analytics, or delivery enablement, ideally in Professional Services or SaaS context • Strong data analysis and modeling skills using tools like Google Sheets, Excel, or Tableau with comfort working with Salesforce data and project management systems • Experience managing or supporting resource allocation, delivery capacity, or consulting services models • Exceptional communication skills with ability to partner with stakeholders across technical and non-technical teams • Applicants must be currently authorized to work in the United States on a full-time basis PREFERRED QUALIFICATIONS • Prior experience supporting Professional Services organization or consulting team • Understanding of delivery scheduling tools (e.g., Precursive, Mavenlink, or equivalent) • Comfort working with leadership-level stakeholders and facilitating planning discussions • Familiarity with project-based delivery and revenue models • Experience with PagerDuty platform or similar technical service delivery environments PagerDuty is a flexible, hybrid workplace. We embrace and encourage in-person working as an integral part of our culture. Both our employees and external research tells us that co-located collaboration strengthens connections, drives innovation, and accelerates learning. This role is expected to come into our Lisbon office twice per week, so you can thrive in your new role and fully embrace being a Dutonian! Hesitant to apply? We encourage you to submit your resume even if you don't meet every requirement. We value potential and consider each candidate's full professional story. Whether you're exploring a career change or taking your next step, we look forward to reviewing your application. If this just isn’t the right role or time - sign up for job alerts! Where we work PagerDuty operates a hybrid work model with offices in 8 major cities: Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. While we offer flexibility within our established locations, we cannot employ candidates residing in: Location restrictions: Australia: Northern Territory, Queensland, South Australia, Tasmania, Western Australia Canada: Alberta, Manitoba, Newfoundland, Northwest Territories, Nunavut, PEI, Quebec, Saskatchewan, Yukon United States: Alaska, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Oklahoma, Rhode Island, South Dakota, West Virginia, Wyoming Candidates must reside in an eligible location, which vary by role. How we work Our values guide how we support customers, collaborate with colleagues, develop products, and foster a culture of belonging. They define not just our actions, but what it means to be Dutonian. People Leaders at PagerDuty are responsible for creating high performance environments that drive accountability. PagerDuty has four key dimensions that define our Leadership Impact: Lead Self, Lead the Team, Lead the Business, and Lead the Future. Each dimension has three associated competencies to give leaders a shared language for guiding their development, career, promotion, and succession planning discussions. Our Manager Expectations serve as a practical guide for managers to understand their responsibilities, prioritize their efforts, and drive engagement and performance. What we offer As a global organization, our total rewards approach is competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site. Your package may include: • Competitive salary • Comprehensive benefits package • Flexible work arrangements • Company equity* • ESPP (Employee Stock Purchase Program)* • Retirement or pension plan* • Generous paid vacation time • Paid holidays and sick leave • Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO • Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)* • Paid volunteer time off: 20 hours per year • Company-wide hack weeks • Mental wellness programs *Eligibility may vary by role, region, and tenure About PagerDuty PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud is an AI-powered platform that empowers business resilience and drives operational efficiency for enterprises. With a generative AI assistant at its core, PagerDuty empowers teams to detect and resolve issues in real time, orchestrate complex workflows, and drive continuous improvement across their digital operations. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2. Go behind-the-scenes on our careers site and @pagerduty on Instagram. Additional Information PagerDuty is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status. Your privacy is important to us. By submitting an application, you confirm that you have read and understand PagerDuty's Privacy Policy. PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [Upgrade to PRO to see contact] and we will work with you to meet your accessibility needs. PagerDuty uses the E-Verify employment verification program.