We’re looking for a dynamic, strategic, and hands-on Senior Leader to head our Professional Services team. In this role, you’ll be responsible for driving customer success through the design, implementation, and continuous improvement of our service delivery. You’ll 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.
- Bachelor’s 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 San Francisco 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 $180,000- $275,000 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.
