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Service Delivery Manager (Remote)

June 11, 2026

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.<h2>What You Will Do</h2><ul style="min-height:1.5em"><li>Build and maintain strong relationships with customer stakeholders and become a trusted advisor within their organization.</li><li>Own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers.</li><li>Partner with Managed Services and Customer Success teams to ensure smooth onboarding and successful adoption of Percona services.</li><li>Help customers understand the value, scope, and benefits of their Managed Services agreements.</li><li>Ensure service commitments, SLAs, and customer expectations are consistently met.</li><li>Monitor service performance, trends, risks, and ongoing work, proactively communicating updates, recommendations, and action plans.</li><li>Lead customer service reviews, and operational meetings.</li><li>Act as the primary escalation point for service delivery concerns, customer satisfaction issues, and operational risks.</li><li>Identify potential risks before they become issues and drive mitigation plans through resolution.</li><li>Coordinate cross-functional teams to ensure work is prioritized, tracked, and delivered successfully.</li><li>Provide regular reporting and insights to customers and internal stakeholders.</li><li>Partner with Sales and Customer Success to identify growth opportunities, support customer retention efforts, and contribute to account success plans.</li><li>Advocate for customer needs internally and provide feedback that helps improve Percona's services, products, and processes.</li><li>Contribute to the evolution of our service delivery practices by identifying opportunities to improve efficiency, communication, and customer outcomes.</li></ul><h2>What You Have Done</h2><ul style="min-height:1.5em"><li>Experience in a customer-facing role with a strong track record of building relationships and delivering exceptional customer experiences.</li><li>Experience managing customer relationships, service delivery, projects, or operational engagements in a technology environment.</li><li>Strong organizational and time management skills, with the ability to balance multiple customers, priorities, and competing demands.</li><li>Excellent written and verbal communication skills in English.</li><li>Strong problem-solving, analytical, and critical-thinking abilities.</li><li>Ability to assess complex situations, identify risks, and develop practical solutions.</li><li>Ability to learn technical concepts quickly and confidently facilitate discussions between customers and technical teams.</li><li>Comfortable working independently, taking ownership, and driving outcomes with minimal direction.</li><li>Ability to influence stakeholders and drive accountability across teams.</li><li>Professional, confident, and calm when managing escalations or difficult situations.</li><li>Comfortable working across multiple time zones and supporting customers in Europe and North America.</li><li>Able to maintain working hours that provide overlap with both European and North American business hours.</li><li>Strong customer-first mindset with a focus on long-term relationship building.</li><li>Open to feedback and committed to continuous learning and improvement.</li></ul><h2>What Will Make You Stand Out</h2><ul style="min-height:1.5em"><li>Understanding of database technologies and concepts such as performance, availability, backup, disaster recovery, and high availability architectures.</li><li>Experience working within Managed Services, SaaS, Cloud, Infrastructure, Technical Support, or Consulting organizations.</li><li>Familiarity with Open Source technologies, communities, and culture.</li><li>Experience working in a remote-first or globally distributed organization.</li><li>Exceptional customer service and relationship management skills.</li></ul>Why Percona?At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.Percona is proud to be a remote-only and globally dispersed workforce – 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 various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy work/life balance such as The Percona Adventure Team, Work-from-Anywhere, FlowDays, FryDays, and overall flexibility. We also support being socially responsible through our PAVE volunteering program and Women Transforming Technology.If you love the idea of working with a high-growth tech company that is one of the best in the business and known globally as a leader in the open-source database space, let’s talk!Connect with us and stay up to date on our latest news and developments by following us on <a target="_blank" rel="noopener noreferrer" class="postings-link" href="https://www.linkedin.com/search/results/all/?fetchDeterministicClustersOnly=true&heroEntityKey=urn:li:organization:421929&keywords=percona&origin=RICH_QUERY_TYPEAHEAD_HISTORY&position=0&searchId=29912b91-aeb0-4aa6-b3ab-fc70c59fa57f&sid=u0N">LinkedIn</a> and <a target="_blank" rel="noopener noreferrer" class="postings-link" href="https://twitter.com/Percona?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor">Twitter</a>. We look forward to connecting with you!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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