Senior Professional Services Consultant

Pager Duty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the Pager Duty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, Pager Duty is the industry standard for organizations scaling resilient, autonomous operations.

Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform.

We are seeking a Senior Professional Services Consultant (Sr. PSC) to lead complex implementations and automation projects that accelerate customer adoption of the Pager Duty Reliability Platform. Sr. PSCs engage directly with customers to design and deliver both incident management, automation, and AI-driven operations solutions that align with business objectives, drive operational maturity, and deliver measurable value. This role requires strong technical expertise, advanced consulting skills, and the ability to lead customer-facing projects with minimal oversight.

The ideal candidate combines strong technical expertise with excellent consulting skills, thriving at the intersection of problem-solving, solution design, and customer enablement. In addition, they will have in-depth knowledge of monitoring tools and practices, technical aptitude in automation, SaaS & cloud technologies, operations & infrastructure setup, as well as experience interfacing with highly technical customers. The successful candidate will have a strong analytical mindset, a thirst for learning new things, genuine interest in technology, and a proactive mentality.

You will be required to work 2 days a week from our London office

• Lead large-scale implementation projects across incident management, signal intelligence, and Pager Duty AI use cases, ensuring consistent alignment with operational best practices.
• Partner with customer stakeholders to design, configure, and optimize Pager Duty services, integrations, automation workflows, and AI agents across diverse environments, including connecting the observability and knowledge sources our AI agents rely on.
• Assess and prepare customer environments for AI adoption, including service structure, runbook quality, and event data hygiene, so Pager Duty AI delivers accurate and trusted results.
• Provide advanced consultation on integration and automation strategies leveraging APIs, plugins, and automation frameworks.
• Facilitate in-depth discovery and advisory sessions with senior technical and business stakeholders, surfacing gaps and recommending scalable solutions.
• Develop reusable frameworks, templates, and accelerators that standardize delivery and improve time-to-value, using AI tools to automate configuration and migration work and shorten delivery timelines, in line with Pager Duty data handling policies.
• Mentor junior Professional Services team members, reviewing deliverables and sharing best practices.
• Advise customers on long-term automation and digital operations strategies that integrate Pager Duty into their Dev Ops and SRE practices.
• Represent customer needs internally by collaborating with Sales, Customer Success, Product, and Engineering teams.
• Capture lessons learned from engagements and contribute to continuous improvement of Professional Services methodologies, including sharing effective AI-assisted delivery practices across the team.

• 7+ years of experience in senior-level roles within professional services, technical consulting, and/or solutions engineering.
• Solid scripting abilities (Python, Go, JavaScript, Ruby, Powershell, etc.)
• Working knowledge of SQL, computer networking, Linux, REST APIs, and command-line interfaces (CLIs).
• Experience with Automation, CI/CD, Dev Ops, and Site Reliability Engineering (SRE) processes and tools (Terraform, Ansible, Chef, Puppet, Rundeck, Jenkins, Git, etc.)
• Hands-on experience using AI coding and productivity tools in technical delivery work.
• Proven track record leading enterprise SaaS implementations and automation projects with minimal oversight.
• Strong organizational and project management skills with the ability to manage multiple large customer engagements simultaneously.
• Excellent analytical,…