Senior Director, Professional Services

PagerDuty Inc. (NYSE:PD) is a global leader in digital operations management. 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.

Join us. At PagerDuty youll tackle complex problems collaborate with kind and ambitious people and help build a more equitable worldall in a flexible award-winning workplace.

Were looking for a dynamic strategic and hands-on Senior Leader to head our Professional Services this role youll be responsible for driving customer success through the design implementation and continuous improvement of our service delivery. Youll lead a high-performing team partner with cross-functional leaders and play a key role in scaling our business.

Key Responsibilities

• Develop and Own Delivery Methodology: Architect implement and continuously refine a scalable repeatable and high-quality delivery methodology for all professional services engagements. Leverage AI and automation to streamline processes improve consistency and drive operational efficiency. Ensure alignment with company goals customer needs and industry best practices.
• Scale Delivery to Support Senior Consultants: Design delivery models that enable higher-level consultants to focus on strategic high-value activities by automating routine tasks and standardizing repeatable work. Build frameworks that allow the team to deliver at scale without sacrificing quality.
• Team Leadership: Build mentor and inspire a team of project managers consultants and technical experts. Foster a culture of accountability collaboration and continuous learning.
• Customer Engagement: Oversee the successful delivery of complex projects for enterprise customers ensuring high satisfaction and measurable business outcomes.
• Operational Excellence: Establish and track key performance indicators (KPIs) for project delivery resource utilization and customer satisfaction. Drive process improvements and operational efficiencies through the adoption of AI-driven tools and automation.
• Stakeholder Collaboration: Work closely with Sales Product Customer Success and Support to ensure seamless handoffs and a unified customer experience.
• Thought Leadership: Stay current on industry trends AI advancements and best practices. Represent the company at industry events and with key clients as a trusted advisor.

Required Skills & Experience

• Proven experience (10 years) in professional services consulting or a related field with at least 5 years in a senior leadership role.
• Demonstrated success in building and scaling delivery methodologies for complex multi-phase projects including the integration of AI and automation.
• Strong understanding of project management frameworks (e.g. Agile Waterfall hybrid approaches).
• Experience designing delivery models that support and enable senior-level consultants.
• Exceptional leadership communication and stakeholder management skills.
• Ability to thrive in a fast-paced high-growth environment.
• Bachelors degree required; advanced degree or relevant certifications (PMP Six Sigma etc.) a plus.

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 Atlanta office 2-3 times per week so you can thrive in your new role and fully embrace being a Dutonian!

The base salary range for this position is $180000- $275000 USD. This role may also be eligible for bonus commission equity and/or benefits.

Our base salary ranges are determined by role level and location. The range which is subject to change based on primary work location reflects the minimum and maximum base salary we expect to pay newly hired employees for the position. Within the range we determine pay for an individual based on a number of factors including market location job-related knowledge skills/competencies and experience.

Your recruiter can share more about the specific offerings for this role as well as the salary range for your primary work location during the hiring process.

Hesitant to apply

We encourage you to submit your resume even if you dont meet every requirement. We value potential and consider each candidates full professional story. Whether youre exploring a career change or taking your next step we look forward to reviewing your application. If this just isnt 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 PagerDutys .

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

PagerDuty uses the E-Verify employment verification program.