Manager, Service Delivery Management

Description

As the leading provider of open source database solutions, Percona’s Service Delivery Managers ensure coordinated delivery and oversight for Percona’s Managed Services and Consulting engagements from onboarding through successful day-to-day operational delivery.

The Manager of this group will lead this team of Service Delivery Managers by being a sounding board for customer issues, helping the team navigate resources internally and identify customer trends. We’re looking for a leader with experience in managing individuals in a technical environment, coupled with strong communication skills and knowledge of account management and project management.

Our ideal candidate is someone who has proven management experience leading service delivery or account management teams in a software technology organization. You will be motivated by building strong customer relationships and driving continuous improvement.

You also love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.

What You Will Do

Drive standardization of processes and execution of initiatives for Service Delivery Managers where appropriate, while balancing this with the uniqueness of each supported technology and customer relationship

Create and maintain an environment where our team members are valued, empowered and engaged; onboard and integrate new team members into this environment

Translate organizational vision and initiatives into executable goals and objectives

Help educate and support our Sales, Marketing and Customer Success teams to ensure th

ey have what they need to land and expand new business with support from our Service Delivery Managers

Team up with other leaders to inform and create strategies, standards and effective collaboration across the organization

Develop and maintain a working knowledge of industry trends and best practices in both the open source database space and the services delivery industry

Regularly engage the Product and Engineering teams regarding customer feedback and potential features/functionality

Act as Management representative and point of contact for any unresolved/escalated customer issues

Support KPIs related to account retention of and revenue renewal

Your Experience

You've spent at least 5 years leading service delivery or account management teams and collaborating on cross-functional initiatives, preferably within the Technology Services or Consulting industries

You’ve built strong relationships with customers and other leaders across organizations

You’ve built multiple teams with an established track record of driving change and attracting, motivating, coaching and retaining top talent

You’ve developed the ability to understand and manage the nuances associated with operating globally distributed teams and business operations

You’ve developed strong business acumen - in particular:

Ability to make sense out of complex and ambiguous situations

Ability to understand how business decisions affect financial outcomes

Awareness of the implications of a choice for all affected parties

Decisiveness

Adaptable to change

What Defines You

Humility - You keep your ego and self-interests in check while our customers and team remain central to everything you do

Credibility - you walk your talk and your actions speak louder than words

Vision - You lead with clarity, confidence, and a solution-oriented attitude

Adaptable - You have an open mind that encourages new ideas and enables growth

Accountability - You're answerable for accomplishing work and goals, and you own your decisions and actions

What Will Make You Stand Out

Previous experience working with remote teams across multiple geographies and cultures

Project management experience

Familiarity with any of the following:

Open source community

Open source database technologies such as MySQL, MariaDB, MongoDB, PostgreSQL

Managed Services Delivery

Percona is a respected thought leader in the open-source community. We provide services and software for MySQL, MongoDB, PostgreSQL and MariaDB to open-source users globally.

Percona is remote-first 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. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more.

Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.

Percona's Lifestyle:

· Enjoy the freedom to work remotely from anywhere in the world!

· With top talent sourced globally, you will enjoy an international and culturally diverse team

· Flexibility in your working hours means you can prioritize your personal life, pursue hobbies, volunteer, and stay active

· Our internal programs include groups like:

· The Percona Adventure Team: This team embarks on unforgettable journeys to breathtaking locations around the world for activities such as mountain climbing, hiking, white water rafting and more.

· Women Transforming Technology is a grassroots program committed to building a supportive community of women in technology. Their goals are to connect, empower and inspire women in all areas and levels of the organization.

· Flow days: Fridays at Percona are for focusing on finding your workflow. Meetings and distractions are limited on Fridays so you can focus on getting things done.

· FryDays: With Percona being so globally dispersed there are not many holidays that overlap for everyone. FryDays are four Fridays each year where everyone at Percona can unplug and enjoy the same 3-day weekend.

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.

Connect with us and stay up to date on our latest news and developments by following us on LinkedIn and Twitter. We look forward to connecting with you!

Location: Remote, work-from-home position anywhere. 5-day work week including weekend

Participation with the on-call team schedule. You will need to be able to travel to company events, conferences, etc. as safety permits.