Service Delivery Manager

🕒 Junho 10

🏄 California – Remoto

🏄 California – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Percona

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2006

🏢 Corporativo

Enterprise • Software as a Service (SaaS) • Database Technology

Percona é uma empresa de software, suporte e serviços para bancos de dados open source que ajuda a aprimorar o desempenho e a confiabilidade de bancos de dados e aplicações. A empresa fornece uma variedade de ferramentas e serviços voltados para os bancos de dados MySQL, MongoDB e PostgreSQL, oferecendo serviços gerenciados, consultoria e treinamento para apoiar as empresas na gestão de ambientes de banco de dados complexos. A Percona é reconhecida por seu compromisso com soluções open source, garantindo que os clientes mantenham controle e acesso seguro aos seus dados, sem ficarem presos a licenças comerciais. Suas soluções têm foco em escalabilidade, tuning proativo de performance, alta disponibilidade e segurança, atendendo a milhares de clientes com necessidades variadas de banco de dados. Com forte ênfase no engajamento da comunidade e na inovação contínua, a Percona é dedicada a impulsionar sucesso e eficiência na gestão de bancos de dados.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

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