Remote Service Delivery Manager

Summary

The Service Delivery Manager (SDM) role at Percona involves building and maintaining customer relationships, coordinating the delivery of managed services and consulting projects, ensuring client satisfaction by meeting SLAs, and collaborating with internal technical teams. The ideal candidate should have experience in project management, customer management, or service delivery management disciplines.

Requirements

• Experience or knowledge of all aspects of a modern application development organization
• Familiarity with Open Source, its core values, its community, and its mindset

Responsibilities

• Develop and maintain customer relationships with primary customer contacts
• Ensure successful onboarding of new Managed Services clients to the Percona Managed Services products
• 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

Benefits

• Flexible work hours and paid time off
• All your equipment for your remote office
• Funds for career development (external training, certifications, conferences)
• Opportunity to participate in an equity incentive plan