Remote Service Delivery Manager

Summary

The Service Delivery Manager (SDM) role at Percona involves managing customer relationships, coordinating service delivery, and ensuring client satisfaction. The ideal candidate should have experience in project management, customer management, or service delivery management, strong communication skills, problem-solving abilities, and a positive attitude.

Requirements

• Experience or knowledge of all aspects of a modern application development organization
• Strong experience in project management, customer management, or service delivery management disciplines

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

Preferred Qualifications

• Fluency in written and spoken English
• Ability to work well with people and communicate effectively both internally and with customers

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