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!
