Sr. Project Manager, Professional Services at PagerDuty

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Professional ServicesIndustries

Requirements

8+ years of experience in program management, business operations, or consulting, preferably in Professional Services or a SaaS environment
Proven track record managing multiple complex, cross-functional programs simultaneously
Strong organizational skills with expertise in planning, risk management, and change management
Excellent analytical, problem-solving, and decision-making skills
Exceptional communication and facilitation skills, including experience presenting to executive stakeholders
The ability to work in a PagerDuty office at least two days per week, with occasional travel for customer or team engagements
Authorized to work in the country of employment
(Preferred) Experience with Professional Services delivery operations, including forecasting, resource planning, and utilization management
(Preferred) Familiarity with Salesforce, delivery scheduling tools (Precursive, Mavenlink, or equivalent), and analytics platforms (Google Sheets, Excel, Tableau)
(Preferred) Knowledge of SaaS post-sales delivery

Responsibilities

Own end-to-end program management for multiple complex customer engagements, ensuring alignment to business objectives and timely delivery
Develop and maintain detailed program plans, schedules, and status reports, proactively identifying risks and driving resolution
Lead organizational change initiatives, coordinating stakeholders across multiple functions to ensure successful adoption of new processes, tools, and ways of working
Manage interdependencies across customer programs and prioritize initiatives to maximize impact
Act as a strategic advisor and escalation point for customer programs
Partner with customer executives and project sponsors to align strategic objectives
Facilitate executive business reviews, steering committees, and success assessments
Represent PagerDuty in customer meetings and strategic planning sessions
Identify opportunities for process improvement and operational scalability across Professional Services and post-sales delivery
Design and implement repeatable frameworks, governance models, and metrics to measure program success and team performance
Partner with operations and business systems teams to enhance forecasting, capacity planning, and delivery reporting
Mentor junior program managers and project managers, sharing best practices and contributing to the growth of the team’s capabilities
Serve as a thought partner to leadership, contributing to strategy development and roadmap prioritization

Skills

Key technologies and capabilities for this role

Program ManagementStakeholder ManagementRisk ManagementChange ManagementCustomer EngagementCross-functional CollaborationStatus ReportingExecutive Communication

Questions & Answers

Common questions about this position

What experience level is required for this Senior Program Manager role?

The role requires 8+ years of experience in program or project management.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at PagerDuty?

PagerDuty offers a flexible, award-winning workplace where employees tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world.

What skills make a strong candidate for this position?

Ideal candidates have advanced program delivery expertise, thrive on managing complexity, influencing stakeholders, and possess experience in cross-functional program management, customer communication, process improvement, and mentorship.

PagerDuty

Incident management and response platform

About PagerDuty

PagerDuty specializes in incident management and response, providing a platform that helps organizations quickly address IT issues to minimize operational disruptions. The platform integrates with various monitoring tools to detect incidents in real-time, alerting the right personnel for swift action. This process aids in reducing downtime and maintaining service quality across sectors like technology, finance, healthcare, and retail. PagerDuty operates on a subscription-based model, offering different pricing tiers based on user count and feature levels, which ensures a steady revenue stream. The company also provides premium support and professional services, enhancing its offerings. Overall, PagerDuty aims to help organizations efficiently manage and resolve IT incidents, ensuring the reliability of their digital services.

San Francisco, CaliforniaHeadquarters

2009Year Founded

$168.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health, AD&D, Disability, Vision, Life, and Dental Insurance

Paternity and Maternity Leave

Employee Assistance Program

PTO (Vacation / Personal Days)

Sick Time

Remote Work

Adoption Assistance

401(k)

Employee Stock Purchase Program

Flexible Spending Account

Student Loan Repayment Plan

Risks

Emerging AIOps platforms may erode PagerDuty's market share.

Economic downturns could affect subscription renewals and acquisitions.

Reliance on third-party integrations poses risks if partners change APIs.

Differentiation

PagerDuty integrates seamlessly with popular tools like Microsoft Teams and Slack.

Recognized as a leader in GigaOm's 2024 Radar for AIOps.

Subscription-based model ensures steady recurring revenue from diverse industries.

Upsides

Enhanced chat collaboration attracts more enterprise clients relying on Microsoft Teams and Slack.

Strategic focus on public sector and Americas sales expands market reach.

Investments by Intech and Quantbot indicate confidence in growth potential.

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