Service Delivery Manager

Percona

Service Delivery Manager supporting Managed Services customers across North America. Building relationships and ensuring successful service delivery to enhance customer satisfaction at Percona.

Posted 6/10/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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, risks, and ongoing work, proactively communicating updates, recommendations, and action plans.
Lead customer service reviews, and operational meetings.
Act as the primary escalation point for service delivery concerns, customer satisfaction issues, and operational risks.
Identify potential risks before they become issues and drive mitigation plans through resolution.
Coordinate cross-functional teams to ensure work is prioritized, tracked, and delivered successfully.
Provide regular reporting and insights to customers and internal stakeholders.
Partner with Sales and Customer Success to identify growth opportunities, support customer retention efforts, and contribute to account success plans.
Advocate for customer needs internally and provide feedback that helps improve Percona's services, products, and processes.
Contribute to the evolution of our service delivery practices by identifying opportunities to improve efficiency, communication, and customer outcomes.

Requirements

What you’ll need

Experience in a customer-facing role with a strong track record of building relationships and delivering exceptional customer experiences.
Experience managing customer relationships, service delivery, projects, or operational engagements in a technology environment.
Strong organizational and time management skills, with the ability to balance multiple customers, priorities, and competing demands.
Excellent written and verbal communication skills in English.
Strong problem-solving, analytical, and critical-thinking abilities.
Ability to assess complex situations, identify risks, and develop practical solutions.
Ability to learn technical concepts quickly and confidently facilitate discussions between customers and technical teams.
Comfortable working independently, taking ownership, and driving outcomes with minimal direction.
Ability to influence stakeholders and drive accountability across teams.
Professional, confident, and calm when managing escalations or difficult situations.
Comfortable working across multiple time zones and supporting customers in Europe and North America.
Able to maintain working hours that provide overlap with both European and North American business hours.
Strong customer-first mindset with a focus on long-term relationship building.
Open to feedback and committed to continuous learning and improvement.

Benefits

Comp & perks

flexible work hours
various paid time off programs
all your equipment for your remote office
funds for career development (external training, certifications, conferences)
ongoing connectivity allowances
opportunity to participate in our equity incentive plan
benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility
support for being socially responsible through our PAVE volunteering program and Women Transforming Technology

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

relationship buildingcustomer experienceorganizational skillstime managementwritten communicationverbal communicationproblem-solvinganalytical skillscritical thinkingstakeholder influence