SVP, Global Services

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Direct the Global Services division encompassing Support, Managed Services, Global Advanced Services, Professional Services, Project Management, Technical Leads, and Delivery Operations.

• Ensure the quality, timeliness, and customer satisfaction of comprehensive service delivery.

• Establish and continually refine the strategic direction for Global Services.

• Advocate for an AI-first methodology by leveraging automation and emerging technologies to enhance service delivery.

• Develop and improve KPIs for service delivery, customer satisfaction, and team performance.

• Create systems to capture, disseminate, and reutilize knowledge throughout Global Services.

• Uphold and enhance Percona's reputation as an authority in open source database technologies.

• Collaborate with key customers to translate their evolving needs into enhancements in service delivery.

• Motivate delivery teams to share impactful content and expertise with the Percona community.

• Manage P&L responsibilities, monitor financial performance, allocate resources, and pinpoint growth opportunities.

• Initiate and expand efficiency and optimization projects, tools, and processes.

• Collaborate with Go-to-Market, Product Management, and Engineering teams on product strategy, market trends, and innovation.

• Foster relationships with customers, partners, and the community while integrating their feedback into services.

• Enhance service delivery processes, methodologies, and tools.

• Provide executive thought leadership and hands-on support for company-wide strategic initiatives.

• Keep abreast of industry trends, emerging technologies, and the competitive landscape.

⛳️ Requirements

• Over 15 years of experience leading global delivery organizations, including Support, Managed Services, and Professional/Project Services teams in the software or technology sector.

• Strong knowledge of the database software industry, particularly open source technologies, and their future trends.

• Proven experience in delivering complex projects and services to customers.

• Ability to translate business objectives into actionable strategic plans with measurable outcomes.

• Experience managing P&L, conducting financial analysis, and resource allocation.

• Demonstrated ability to lead and develop high-performing teams through periods of change.

• Exceptional communication and influencing skills with both internal and external stakeholders.

• Proficient in utilizing data and metrics for decision-making, as well as testing and adapting ideas swiftly.

• Experience leading globally distributed and remote teams.

• Senior-level expertise within the database technology and/or open source software ecosystem.

• Experience in integrating AI, automation, or emerging technologies within a services organization.

• Global perspective and comfort operating across different regions, time zones, and cultures.

• Analytical, adaptable, resourceful, solutions-oriented, self-directed, organized, dependable, and composed under pressure.

🏝️ Benefits

• Flexible work hours.

• Various paid time off programs.

• All necessary equipment for your remote office.

• Funding for career development, including external training, certifications, and conferences.

• Ongoing connectivity allowances.

• Opportunity to participate in the equity incentive plan.

• The Percona Adventure Team.

• Work-from-Anywhere policy.

• FlowDays.

• FryDays.

• Overall work/life flexibility.

• PAVE volunteering program.

• Women Transforming Technology initiative.