Senior Director – IT Operations/Security

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. Trusted by nearly half of both the Fortune 500 and the Forbes AI 50, as well as approximately two-thirds of the Fortune 100, PagerDuty is essential for delivering always-on digital experiences to modern businesses. Join us. At PagerDuty, you’ll tackle complex problems, collaborate with kind and ambitious people, and help build a more equitable world—all in a flexible, award-winning workplace.

Job Summary

PagerDuty is growing, and we are looking for an experienced Senior Director of Corporate IT (End User Services/AI, Systems Engineering, and Enterprise Security) to lead our IT Operations at scale. In this role, you will architect, build, and support PagerDuty’s rapidly expanding SaaS/cloud-first information technology ecosystem—ensuring availability, reliability, and security for our global workforce. You will drive the adoption of enterprise employee-facing AI programs, champion IT security operations, and deliver an exceptional experience for all Dutonians. As a people-first leader, you will be responsible for developing, supporting, and inspiring your team.

Key Responsibilities

• Provide technology vision and leadership for deploying IT initiatives that improve collaboration, cost-effectiveness, compliance, and security at enterprise scale.
• Architect and scale IT Operations and Infrastructure to support a growing, hybrid workforce, ensuring high availability and performance of critical systems.
• Drive the strategy, implementation, and adoption of enterprise employee-facing AI programs and automation, enhancing productivity and user experience across the organization.
• Partner closely with the CISO organization to design, deploy, and operate robust IT security solutions, ensuring the protection of corporate infrastructure and data.
• Manage vendor relationships and identify opportunities to optimize costs through efficient internal operations, rationalized investments, and business enablement.
• Consult with senior-level stakeholders across the organization to identify business and technology needs, translating them into actionable IT strategies.
• Oversee ticket escalation and ensure that service level agreements (SLAs) and defined metrics are consistently met or exceeded.
• Ensure employees receive professional, efficient, and effective support, with a focus on continuous improvement and user satisfaction.
• Monitor and optimize the delivery and operation of IT services, proactively identifying and resolving issues to maintain seamless business operations.
• Provide regular metrics and KPIs across functions to gauge the effectiveness of service delivery and inform strategic decisions.
• Offer direction, guidance, and training to IT staff, including system engineers and help desk support, fostering a culture of learning and growth.
• Champion a “customer zero” mindset by adopting and deploying PagerDuty’s own practices.