Service Delivery Manager
WFA Digital Insight
The demand for skilled Service Delivery Managers has grown significantly in recent years, with a focus on customer satisfaction and retention. As companies continue to invest in digital transformation, the need for professionals who can bridge the gap between customer needs and service delivery has become crucial. Percona, a leading company in the industry, is now looking for a talented Service Delivery Manager to join their team. With the remote work model on the rise, candidates can expect a flexible and dynamic work environment. Before applying, it's essential to have a deep understanding of customer relationship management, service delivery, and operational leadership.
Job Description
About the Role
The Service Delivery Manager position at Percona is a critical role that requires building and maintaining strong relationships with customer stakeholders. As a trusted advisor, you will own the overall service delivery experience and customer health for an assigned portfolio of Managed Services customers. Your primary goal will be to ensure that customers receive the maximum value from Percona's services, while also driving accountability and influencing outcomes.The role combines relationship management, operational leadership, customer advocacy, and strategic thinking. You will work closely with the Managed Services, Customer Success, Sales, and Engineering teams to ensure successful outcomes for both customers and Percona. This position requires a deep understanding of customer needs, technical expertise, and the ability to navigate complex situations.
As a Service Delivery Manager at Percona, you will be part of a dynamic team that values collaboration, innovation, and customer satisfaction. You will have the opportunity to work with a diverse range of customers, from small startups to large enterprises, and contribute to the company's mission of delivering exceptional service delivery experiences.
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, 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
What We Are Looking For
- 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
Nice to Have
- Experience with Excel and other productivity tools
- Knowledge of IT service management frameworks and methodologies
- Experience working in a remote or distributed team environment
- Familiarity with customer relationship management (CRM) software
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading company in the industry
- Flexible and dynamic work environment
- Collaborative and innovative team culture
- Professional development and growth opportunities
- Access to the latest technologies and tools
- Remote work stipend and flexible working hours
How to Stand Out
- Make sure to highlight your experience in customer relationship management and service delivery in your resume and cover letter.
- Develop a strong understanding of Percona's services and values to demonstrate your passion for the company and role.
- Prepare examples of times when you had to navigate complex situations and drive accountability across teams.
- Be ready to discuss your experience with IT service management frameworks and methodologies.
- Show enthusiasm for working in a remote or distributed team environment and highlight your ability to work independently.
- Research the company culture and values to demonstrate your fit with the organization.
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