Service Delivery Manager (Remote)
At Percona, our Service Delivery Managers are trusted advisors for our Managed Services customers and key partners to our internal delivery teams. They build strong relationships, help customers get the most value from our services, and work closely with our DBA, Customer Success, Sales, and Engineering teams to ensure successful outcomes for both our customers and Percona.
SDMs serve as the bridge between customer needs and service delivery, balancing priorities, facilitating communication, managing risks, and ensuring commitments are met. They play an important role in customer satisfaction, retention, and long-term success by fostering strong collaboration across teams and helping customers realize the full value of their partnership with Percona.
This role combines relationship management, operational leadership, customer advocacy, and strategic thinking. You'll help customers navigate challenges, align priorities, and maximize the value they receive from Percona's services. If you enjoy solving problems, driving accountability, influencing outcomes, and helping customers succeed, we'd love to talk with you.
Please note this role supports customers across North America. Candidates must be able to work a schedule that provides coverage through 5:00 PM Pacific Time to support customers across multiple North American time zones, including the US West Coast.
WHAT YOU WILL DO
- 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 ser...