Service Delivery Manager
New
P
PerconaOpen Source Databases
Americas; Secondary Locations: Mexico City, Sao Paulo, Buenos Aires, Montevideo, coverage through 5:00 PM Pacific TimeFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Project ManagementRelationship managementStakeholder managementTechnical supportCustomer Success
Requirements
- Experience in a customer-facing role with a track record of building relationships.
- Experience managing customer relationships, service delivery, or projects in a tech environment.
- Strong organizational and time management skills.
- 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 solutions.
- Ability to learn technical concepts quickly and facilitate discussions.
- Comfortable working independently with minimal direction.
- Ability to influence stakeholders and drive accountability.
- Professional, confident, and calm when managing escalations.
Responsibilities
- Build and maintain strong relationships with customer stakeholders.
- Own service delivery experience and customer health for an assigned portfolio.
- Partner with internal teams to ensure smooth onboarding and successful adoption.
- Ensure service commitments, SLAs, and customer expectations are met.
- Monitor performance, trends, risks, and provide proactive communication.
- Lead customer service reviews and operational meetings.
- Act as the primary escalation point for service delivery issues.
- Coordinate cross-functional teams for successful project delivery.
- Provide regular reporting and insights to customers and internal stakeholders.
- Identify growth opportunities and support retention efforts.
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