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 learning.
This role is expected to come into our Lisbon office twice per week, so you can thrive in your new role and fully embrace being a Dutonian!
