Service Delivery Manager

Remote
GLOBAL SERVICES – Technical Account Mgmt.
Full-time
About Percona

Percona is a leader in providing best-of-breed enterprise-class support, consulting, managed services, training and software for MySQL®, MariaDB®, MongoDB®, PostgreSQL® and other open source databases in on-premises and cloud environments. Our services and software accommodate rapid growth and application development, help companies develop and deploy agile solutions and improve your ability to keep up with customer needs.
 
Percona open source database expertise helps businesses avoid downtime and outages, meet customer experience expectations, foster operational and developer collaboration and manage enterprise risks through sound database architecture frameworks.
 
Discover what it means to work with some of the smartest people in the industry, and help solve some of the most challenging customer problems. We offer flexible hours, competitive salaries, the ability to work remote and the amazing experience of working with a multinational team of experts.

Description

The Service Delivery Manager (SDM) provides a personalized Percona interface to nominated customers, and takes responsibility for delivery of services to those nominated customers. These services include complex managed services and consulting engagements. The SDM has expert ability in ensuring a coordinated delivery of such services - from onboarding through to day-to-day operational delivery.

The SDM is equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA’s) and other contractual obligations that are deemed necessary and are previously agreed. These obligations may reflect operational, commercial and/or legal obligations. 

As a dynamic and thriving company, this position is unique in that it offers a challenging yet rewarding environment. You will be expected to wear “many hats” including the ability to positively impact the product strategy and direction from a supportability and functionality perspective.


Services Mission

The Percona Services group is responsible for the operational and technical delivery of the services included in the Percona products/services line. The Services group is focused on a high quality, efficient delivery of Percona services that results in high levels of customer satisfaction and retention and low operational costs.


What will you do?

As an SDM, you will work directly with our clients on a daily basis, helping them overcome a wide array of challenges and being their main advocate within Percona. You will provide your expertise and oversight to limited number of clients, helping them design and build scalable and robust backend infrastructure that will support their needs.

As part of your role, you will continually strive to find better solutions to problems while keeping your focus on the client's success. You will also be building strong relationships internally with other technical teams that will be servicing our clients as part of our Percona Care offerings. Percona is made up of several tight, customer-focused groups, so making a customer happy is a team effort and you will work together closely with all internal teams to make this happen.

Essential Functions, Duties and Responsibilities:

    • Develop and maintain customer relationships with primary customer contacts.
    • In coordination with the Managed Services team, 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 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

Attributes:

    • Ability to work well with people and communicate effectively both internally and with customers
    • Fluency in written and spoken English
    • Positive, helpful and supportive
    • Good at problem solving and a logical thinker. Identifies and resolves problems in a timely manner and gathers and analyzes complex information quickly
    • Able to work independently with minimal direction
    • Strong work ethic and entrepreneurial approach
    • Accepts feedback from others
    • Communicates clearly and professionally to convey confidence even when under pressure
    • Flexibility and availability for escalation purposes for assigned customers
    • Experience and/or familiarity with Project Management and its concepts and best practices
The ideal candidate will have experience or knowledge of all aspects of a modern application development organization and be familiar with Open Source, its core values, it’s community, and its mindset. Consideration will also be given to candidates with strong experience in project management, customer management, or service delivery management disciplines without the above technical skills.

Location/Time zone: Remote work from home United States/Canada, Central/South America-based and/or if you are based in Europe it will be CET afternoon/evening hour.

Percona is headquartered in Raleigh, NC. Staff members should be available if there is a need for any onsite trainings and/or events at any time.       

Note that your legal agreement will be with Percona Staffing LLC, a USA corporation and a subsidiary of Percona LLC.

Remote work from home openings require consistent and strong internet access.

HQ is in Durham, NC USA.  Staff members should be available if there is a need for any onsite trainings and/or events at any time.    

Note that your legal agreement will be with Percona Staffing LLC, a USA corporation and a subsidiary of Percona LLC.

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