Percona
Technology
ServiceDeliveryManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Service Delivery Manager at Percona. Skills: Customer Success, Service Delivery, Relationship Management. Build relationships with customers. Maintain relationships with customers”
What You'll Achieve.
Ensure successful outcomes for customers; Ensure successful outcomes for Percona; Customer satisfaction; Customer retention; Long-term customer success; Maximize customer value
Industry & Context.
Problem-solving; Analytical; Critical-thinking; Risk assessment; Solution development
Coverage through 5:00 PM Pacific Time, Support customers across North America, Support customers across multiple North American time zones, Support customers in Europe, Support customers in North America, Overlap with European business hours, Overlap with North American business hours
What They're Looking For.
Must Have
Customer-facing role experience, Relationship building experience, Customer experience delivery, Manage customer relationships, Service delivery management, Project management experience, Operational engagement management, Organizational skills, Time management skills, Balance multiple customers, Balance multiple priorities, Balance competing demands, Written communication skills, Verbal communication skills, Problem-solving abilities, Analytical abilities, Critical-thinking abilities, Assess complex situations, Identify risks, Develop practical solutions, Learn technical concepts quickly, Facilitate customer discussions, Facilitate technical discussions, Work independently, Take ownership, Drive outcomes, Minimal direction, Influence stakeholders, Drive accountability, Professional demeanor, Confident demeanor, Calm demeanor, Manage escalations, Manage difficult situations, Work across multiple time zones, Support customers in Europe, Support customers in North America, Maintain working hours overlap, Customer-first mindset, Long-term relationship building, Open to feedback, Continuous learning, Continuous improvement
Nice to Have
Database technologies understanding, Performance understanding, Availability understanding, Backup understanding, Disaster recovery understanding, High availability architectures understanding, Managed Services experience, SaaS experience, Cloud experience, Infrastructure experience, Technical Support experience, Consulting organization experience, Open Source technologies familiarity, Open Source communities familiarity, Open Source culture familiarity, Remote-first organization experience, Globally distributed organization experience, Exceptional customer service skills, Exceptional relationship management skills
What You'll Do.
Build relationships with customers
Maintain relationships with customers
Become a trusted advisor
Own service delivery experience
Partner with Managed Services
Partner with Customer Success
Ensure smooth onboarding
Ensure successful adoption
Help customers understand value
Help customers understand scope
Help customers understand benefits
Ensure service commitments met
Ensure customer expectations met
Monitor service performance
Monitor service trends
Monitor service risks
Proactively communicate updates
Proactively communicate recommendations
Proactively communicate action plans
Lead customer service reviews
Lead operational meetings
Act as primary escalation point
Identify potential risks
Drive mitigation plans
Coordinate cross-functional teams
Deliver work successfully
Provide regular reporting
Provide insights to customers
Provide insights to internal stakeholders
Identify growth opportunities
Support customer retention
Contribute to account success plans
Advocate for customer needs
Provide feedback for service improvement
Provide feedback for product improvement
Provide feedback for process improvement
Contribute to service delivery evolution
Identify opportunities to improve efficiency
Identify opportunities to improve communication
Identify opportunities to improve customer outcomes
How You'll Work.
Team & Collaboration
Internal delivery teams; DBA teams; Customer Success teams; Sales teams; Engineering teams; Cross-functional teams
Communication Scope
Written communication; Verbal communication; Reporting; Insights
Process & Methodology
Time management, Organizational skills
Full Job Description
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 service performance, trends, ri
Applying for this Service Delivery Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Percona?
Real rants from real employees. Read before you apply.