Service Delivery Manager

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 and commercial aspects with your assigned customers.

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.

What You Have Done

• Must have recent experience in a customer-facing role, demonstrating a proven track record of interacting with customers and excelling in service delivery.

• Ability to work well with people and communicate effectively both internally and with customers.

• Fluency in written and spoken English.

• Good at problem-solving and a logical thinker. Identifies and resolves problems in a timely manner and gathers and analyzes 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.

What Will Make You Stand Out

• Experience and/or familiarity with Project Management and its concepts and best practices.

• Experience or knowledge of all aspects of a modern application development organization.

• Familiar with Open Source, its core values, its community, and its mindset. 

• Exceptional customer service skills.

• Experience in a tech/open-source company.

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Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.

Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.

If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk!

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