Program Manager, Professional Services Planning & Insights

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Half of the Fortune 500 and nearly 70% of the Fortune 100 trust PagerDuty as essential infrastructure.

Join us. At PagerDuty, you'll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Role Overview

As the Program Manager for Professional Services Planning & Insights, you’ll work to support the smooth and scalable delivery of our technical service offerings. This role is focused on the systems, data, and rhythms that make our Professional Services team effective—from metrics and forecasting to capacity planning and resource scheduling.

You’ll partner across functions including Professional Services, Customer Success, and Sales to ensure we have the right visibility into performance, the right people on the right work, and the right levers in place to continuously improve. You’ll bring a mix of analytical rigor, systems thinking, and a pragmatic bias toward clarity and execution.

This is a great fit for someone who cares about efficiency, enjoys digging into data, building repeatable processes, and serving as a behind-the-scenes multiplier for a high-performing technical delivery team.

About You

• Process-Minded Analyst – You love designing systems and workflows that scale. You’re comfortable building dashboards, crunching numbers, and translating data into insights and action.
• Connector & Collaborator – You’re great at cross-functional work. You know how to navigate ambiguity, build trust, and bring people together to solve problems.
• Structured Thinker – You can balance multiple timelines, inputs, and priorities. You bring clarity to complexity and can move between high-level planning and detail-oriented execution.
• Delivery-Oriented – You understand the dynamics of Professional Services and post-sales customer engagement. You’re passionate about enabling customer-facing teams to deliver value with excellence and efficiency.

Key Responsibilities

Planning & Forecasting

• Partner with PS leaders to develop and maintain forecasts for services delivery across various offerings and products.
• Support quarterly and annual planning cycles with models, historical analysis, and what-if scenarios.
• Identify trends, constraints, and opportunities across the portfolio.

Capacity & Resource Management

• Build and maintain systems for PS resource scheduling, availability tracking, and utilization reporting.
• Work with managers to align staffing with forecasted demand, balancing load and maximizing value.
• Help us scale the right delivery motions with the right skillsets.

Performance, Metrics, Analytics, & Reporting

• Design, own, and evolve dashboards and reporting for PS performance, delivery velocity, and customer impact.
• Collaborate with Finance and Business Systems teams to ensure data integrity and alignment across tools.
• Drive visibility into delivery KPIs, consultant utilization, revenue forecasting, and backlog management.

Program Enablement

• Support delivery leadership in driving continuous improvement projects across PS tooling, templates, and delivery rhythms.
• Help standardize how we track delivery milestones, escalate risks, and share progress across teams.
• Contribute to special projects such as SKUs rationalization, services pricing models, or delivery health scoring.

Required Qualifications & Skills

• 5 years in program management, business operations, analytics, or delivery enablement—ideally in a Professional Services or SaaS context.
• Strong data analysis and modeling skills using tools like Google Sheets, Excel, or Tableau; comfort working with Salesforce data and project management systems.
• Experience managing or supporting resource allocation, delivery capacity, or consulting services models.
• Ability to operate independently in a fast-paced environment with changing priorities.
• Exceptional communication skills and the ability to partner with stakeholders across technical and non-technical teams.
• Familiarity with project-based delivery and revenue models is a plus.

Preferred Qualifications

• Prior experience supporting a 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.

You know and understand our space or you’re already a fan of our product!

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 Santiago office 1 day 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 currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible environment. We also provide ample opportunities for connection, like team offsites and volunteering events.

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.

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 from day one

- 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, enabling customers to achieve operational efficiency at scale with the PagerDuty Operations Cloud. The PagerDuty Operations Cloud combines AIOps, Automation, Customer Service Operations and Incident Management with a powerful generative AI assistant to create a flexible, resilient and scalable platform to increase innovation velocity, grow revenue, reduce cost, and mitigate the risk of operational failure. Half of the Fortune 500 and nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise.

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 committed to creating a diverse environment and 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.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email accommodation@pagerduty.com and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.