Service Delivery Manager
To see similar active jobs please follow this link: Remote Development jobs
Percona stands as a trailblazer in the realm of open-source database technology, dedicated to empowering businesses with robust, scalable, and innovative solutions. With a commitment to excellence, we continuously redefine the standards of data management, helping organizations harness the power of open-source databases for optimal performance and efficiency.
Position Charter:
The Service Delivery Manager (SDM) role at Percona requires a strong set of skills and responsibilities to ensure the successful delivery of services to designated customers. As the SDM, you will be responsible for providing a personalized interface to clients, coordinating and overseeing the delivery of managed services and consulting projects from onboarding to day-to-day operations. Your ultimate goal is to ensure client satisfaction by meeting Service Level Agreements (SLAs) and other contractual obligations, which could encompass operational, commercial, and legal aspects.
Additionally, your role involves working closely with clients to help them tackle challenges, provide expertise in building robust infrastructure, and be their main point of contact within Percona. You will also collaborate with internal technical teams to maintain strong relationships and deliver exceptional service through a customer-focused approach. Moreover, the SDM position offers a unique opportunity to influence product strategy and direction based on supportability and functionality considerations.
Overall, the SDM role at Percona is challenging yet rewarding, requiring you to build strong relationships, drive client success, and collaborate with internal teams to ensure a cohesive approach in meeting customer needs.
What You Will Do:
Develop and maintain customer relationships with primary customer contacts
In coordination with the Managed Services and Customer Success teams, 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 the 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
Your Experience:
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, its 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
What Will Make You Stand Out:
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 analysis complex information quickly
Self-starter: Able to work independently with minimal direction
Strong work ethic and entrepreneurial approach
Accepts feedback from others and finds ways to incorporate that feedback to improve continuously
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
Percona is a highly respected thought leader in the global open-source community. Our mission is to Keep Open Source Open. We provide services and software for MySQL, MongoDB, PostgreSQL, and MariaDB. Percona is remote-only and globally dispersed – 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 paid time off, all your equipment for your remote office, funds for career development (external training, certifications, conferences) and the opportunity to participate in an equity incentive plan.
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 go-to in the open-source database space, let’s talk!
Connect with us and stay updated on our latest news and developments by following us on LinkedIn and Twitter. We look forward to connecting with you!
About the job
Service Delivery Manager
To see similar active jobs please follow this link: Remote Development jobs
Percona stands as a trailblazer in the realm of open-source database technology, dedicated to empowering businesses with robust, scalable, and innovative solutions. With a commitment to excellence, we continuously redefine the standards of data management, helping organizations harness the power of open-source databases for optimal performance and efficiency.
Position Charter:
The Service Delivery Manager (SDM) role at Percona requires a strong set of skills and responsibilities to ensure the successful delivery of services to designated customers. As the SDM, you will be responsible for providing a personalized interface to clients, coordinating and overseeing the delivery of managed services and consulting projects from onboarding to day-to-day operations. Your ultimate goal is to ensure client satisfaction by meeting Service Level Agreements (SLAs) and other contractual obligations, which could encompass operational, commercial, and legal aspects.
Additionally, your role involves working closely with clients to help them tackle challenges, provide expertise in building robust infrastructure, and be their main point of contact within Percona. You will also collaborate with internal technical teams to maintain strong relationships and deliver exceptional service through a customer-focused approach. Moreover, the SDM position offers a unique opportunity to influence product strategy and direction based on supportability and functionality considerations.
Overall, the SDM role at Percona is challenging yet rewarding, requiring you to build strong relationships, drive client success, and collaborate with internal teams to ensure a cohesive approach in meeting customer needs.
What You Will Do:
Develop and maintain customer relationships with primary customer contacts
In coordination with the Managed Services and Customer Success teams, 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 the 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
Your Experience:
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, its 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
What Will Make You Stand Out:
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 analysis complex information quickly
Self-starter: Able to work independently with minimal direction
Strong work ethic and entrepreneurial approach
Accepts feedback from others and finds ways to incorporate that feedback to improve continuously
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
Percona is a highly respected thought leader in the global open-source community. Our mission is to Keep Open Source Open. We provide services and software for MySQL, MongoDB, PostgreSQL, and MariaDB. Percona is remote-only and globally dispersed – 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 paid time off, all your equipment for your remote office, funds for career development (external training, certifications, conferences) and the opportunity to participate in an equity incentive plan.
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 go-to in the open-source database space, let’s talk!
Connect with us and stay updated on our latest news and developments by following us on LinkedIn and Twitter. We look forward to connecting with you!