Service Delivery Manager (remote)

Percona stands as a trailblazer in the realm of open-source database technology, dedicated to empowering businesses with robust, scalable, and innovative solutions. With a commitment to excellence, we continuously redefine the standards of data management, helping organizations harness the power of open-source databases for optimal performance and efficiency.

Position Charter:

The Service Delivery Manager (SDM) role at Percona requires a strong set of skills and responsibilities to ensure the successful delivery of services to designated customers. As the SDM, you will be responsible for providing a personalized interface to clients, coordinating and overseeing the delivery of managed services and consulting projects from onboarding to day-to-day operations. Your ultimate goal is to ensure client satisfaction by meeting Service Level Agreements (SLAs) and other contractual obligations, which could encompass operational, commercial, and legal aspects.

Additionally, your role involves working closely with clients to help them tackle challenges, provide expertise in building robust infrastructure, and be their main point of contact within Percona. You will also collaborate with internal technical teams to maintain strong relationships and deliver exceptional service through a customer-focused approach. Moreover, the SDM position offers a unique opportunity to influence product strategy and direction based on supportability and functionality considerations.

Overall, the SDM role at Percona is challenging yet rewarding, requiring you to build strong relationships, drive client success, and collaborate with internal teams to ensure a cohesive approach in meeting customer needs.

What You Will Do:

• Develop and maintain customer relationships with primary customer contacts
• In coordination with the Managed Services and Customer Success teams, ensure successful onboarding of new Managed Services clients to the Percona Managed Services products
• In coordination with the Customer Success Manager, ensure benefits and terms of Managed Services agreement are highlighted and understood, including regular contracted DBA hours if applicable
• Coordinate overall system health report (tickets, uptime, etc) to ensure updates are communicated back to customers on a regular cadence
• Coordinate the requirements and delivery of project work and change requests
• Coordinate fulfillment of the deliverables for a customer ensuring the managed services teams are held accountable
• Escalation point for technical or customer satisfaction issues
• Delivery of regular status reports to Customer as well as internal management
• Identify sales opportunities and provide feedback to the Sales team
• Improve product feature offerings by providing feedback from partners and customers to internal teams including but not limited to Product Management and Engineering as a part of ongoing customer advocacy

Your Experience:

• The ideal candidate will have experience or knowledge of all aspects of a modern application development organization and be familiar with Open Source, its core values, its community, and its mindset. Consideration will also be given to candidates with strong experience in project management, customer management, or service delivery management disciplines without the above technical skills

What Will Make You Stand Out:

• Ability to work well with people and communicate effectively both internally and with customers
• Fluency in written and spoken English
• Positive, helpful and supportive
• Good at problem-solving and a logical thinker. Identifies and resolves problems in a timely manner and gathers and analysis complex information quickly
• Self-starter: Able to work independently with minimal direction
• Strong work ethic and entrepreneurial approach
• Accepts feedback from others and finds ways to incorporate that feedback to improve continuously
• Communicates clearly and professionally to convey confidence even when under pressure
• Flexibility and availability for escalation purposes for assigned customers
• Experience and/or familiarity with Project Management and its concepts and best practices