Service Delivery Manager (Remote)

At Percona, our Service Delivery Managers are trusted advisors for our Managed Services customers and key partners to our internal delivery teams. They build strong relationships, help customers get the most value from our services, and work closely with our DBA, Customer Success, Sales, and Engineering teams to ensure successful outcomes for both our customers and Percona.

SDMs serve as the bridge between customer needs and service delivery, balancing priorities, facilitating communication, managing risks, and ensuring commitments are met. They play an important role in customer satisfaction, retention, and long-term success by fostering strong collaboration across teams and helping customers realize the full value of their partnership with Percona.

This role combines relationship management, operational leadership, customer advocacy, and strategic thinking. You'll help customers navigate challenges, align priorities, and maximize the value they receive from Percona's services. If you enjoy solving problems, driving accountability, influencing outcomes, and helping customers succeed, we'd love to talk with you.

Please note this role supports customers across North America. Candidates must be able to work a schedule that provides coverage through 5:00 PM Pacific Time to support customers across multiple North American time zones, including the US West Coast.

What You Will Do

• Build and maintain strong relationships with customer stakeholders and become a trusted advisor within their organization.

• Own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers.

• Partner with Managed Services and Customer Success teams to ensure smooth onboarding and successful adoption of Percona services.

• Help customers understand the value, scope, and benefits of their Managed Services agreements.

• Ensure service commitments, SLAs, and customer expectations are consistently met.

• Monitor service performance, trends, risks, and ongoing work, proactively communicating updates, recommendations, and action plans.

• Lead customer service reviews, and operational meetings.

• Act as the primary escalation point for service delivery concerns, customer satisfaction issues, and operational risks.

• Identify potential risks before they become issues and drive mitigation plans through resolution.

• Coordinate cross-functional teams to ensure work is prioritized, tracked, and delivered successfully.

• Provide regular reporting and insights to customers and internal stakeholders.

• Partner with Sales and Customer Success to identify growth opportunities, support customer retention efforts, and contribute to account success plans.

• Advocate for customer needs internally and provide feedback that helps improve Percona's services, products, and processes.

• Contribute to the evolution of our service delivery practices by identifying opportunities to improve efficiency, communication, and customer outcomes.

What You Have Done

• Experience in a customer-facing role with a strong track record of building relationships and delivering exceptional customer experiences.

• Experience managing customer relationships, service delivery, projects, or operational engagements in a technology environment.

• Strong organizational and time management skills, with the ability to balance multiple customers, priorities, and competing demands.

• Excellent written and verbal communication skills in English.

• Strong problem-solving, analytical, and critical-thinking abilities.

• Ability to assess complex situations, identify risks, and develop practical solutions.

• Ability to learn technical concepts quickly and confidently facilitate discussions between customers and technical teams.

• Comfortable working independently, taking ownership, and driving outcomes with minimal direction.

• Ability to influence stakeholders and drive accountability across teams.

• Professional, confident, and calm when managing escalations or difficult situations.

• Comfortable working across multiple time zones and supporting customers in Europe and North America.

• Able to maintain working hours that provide overlap with both European and North American business hours.

• Strong customer-first mindset with a focus on long-term relationship building.

• Open to feedback and committed to continuous learning and improvement.

What Will Make You Stand Out

• Understanding of database technologies and concepts such as performance, availability, backup, disaster recovery, and high availability architectures.

• Experience working within Managed Services, SaaS, Cloud, Infrastructure, Technical Support, or Consulting organizations.

• Familiarity with Open Source technologies, communities, and culture.

• Experience working in a remote-first or globally distributed organization.

• Exceptional customer service and relationship management skills.

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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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