Program Manager, Professional Services

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 ... (truncated, view full listing at source)