Senior Director - IT Operations/Security

About the Role

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.

We are looking for candidates located in the San Francisco Area ONLY at this time.

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 products internally, driving innovation and best practices.
• Demonstrate strong emotional intelligence (EQ) as a leader—building trust, fostering collaboration, and supporting the professional development of your team.
• Bring deep, practical experience in IT operations, infrastructure, enterprise AI, and security, with a proven track record of delivering results in complex, fast-paced environments.

BASIC QUALIFICATIONS:

• 8+ years of experience working in IT operations, overseeing large information technology projects.
• 6+ years of people management experience leading multiple technical teams, distributed across multiple geographies.
• Proven experience in operating and managing security, automation technology, and automation programs.
• Excellent understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems.
• Experience with agile and scrum methodologies.  

PREFERRED QUALIFICATIONS

• Bachelor's degree in computer science (or a related field) or equivalent work experience.
• Experience working within high-growth, cloud-first (AWS), B2B SaaS companies.
• Excellent leadership, decision-making, and project management skills.
• Excellent communication and influencing skills. 
• Experience with Okta, Google Workspace, Slack, Jamf, Microsoft 365, Atlassian Cloud, Jira, Oomnitza, automation tools, AWS, and Zoom.

The base salary range for this position is 180,000 - 304,000 USD. This role may also be eligible for bonus, commission, equity, and/or benefits.