Service Delivery Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Develop and nurture robust relationships with customer stakeholders, positioning yourself as a trusted advisor within their organization.

• Take ownership of the overall service delivery experience and ensure customer satisfaction for a designated portfolio of Managed Services clients.

• Collaborate with Managed Services and Customer Success teams to facilitate smooth onboarding and promote effective adoption of Percona services.

• Assist customers in comprehending the value, scope, and advantages of their Managed Services agreements.

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

• Monitor service performance, identify trends and risks, and manage ongoing tasks while proactively communicating updates, recommendations, and action plans.

• Lead customer service reviews and operational meetings.

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

• Recognize potential risks before they escalate into problems and implement mitigation strategies until resolution.

• Coordinate cross-functional teams to ensure tasks are prioritized, tracked, and successfully delivered.

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

• Collaborate with Sales and Customer Success to identify growth prospects, bolster customer retention efforts, and contribute to account success strategies.

• Advocate for customer needs within the organization and offer feedback that enhances Percona's services, products, and processes.

• Contribute to the advancement of our service delivery practices by pinpointing opportunities for improving efficiency, communication, and customer outcomes.

⛳️ Requirements

• Proven experience in a customer-facing role with a strong history of cultivating relationships and delivering outstanding customer experiences.

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

• Exceptional organizational and time management skills, capable of balancing multiple customers, priorities, and competing demands.

• Outstanding written and verbal communication skills in English.

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

• Proficient at assessing complex situations, identifying risks, and developing practical solutions.

• Quick learner of technical concepts, confidently facilitating discussions between customers and technical teams.

• Comfortable working independently, taking initiative, and driving results with minimal supervision.

• Ability to influence stakeholders and foster accountability across teams.

• Professional, confident, and composed when managing escalations or challenging situations.

• Willingness to work across multiple time zones while supporting customers in Europe and North America.

• Capable of maintaining working hours that overlap with both European and North American business hours.

• Strong customer-first mindset focused on long-term relationship development.

• Open to receiving feedback and committed to ongoing learning and improvement.

🏝️ Benefits

• Flexible work hours

• Various paid time off programs

• All necessary equipment for your remote office

• Funding available for career development (external training, certifications, conferences)

• Ongoing connectivity allowances

• Opportunity to participate in our equity incentive plan

• Benefits that promote a healthy work/life balance, including The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility

• Support for social responsibility through our PAVE volunteering program and Women Transforming Technology