SVP, Global Services (Remote)

What You Will Do

Lead the Global Services division (Support, Managed Services, Global Advanced Services, Professional Services, Project Management, Technical Leads, and Delivery Operations), providing the kind of leadership, coaching, and mentorship that builds a team unafraid to raise its hand and try something new.

Own the end-to-end quality, timeliness, and satisfaction of service delivery to our customers, while staying alert to smarter, faster ways to get there.

Set the strategic direction for Global Services in step with company objectives and shifting market dynamics, and be willing to revisit that strategy as conditions change.

Champion an AI-first approach to how we operate and deliver services, using automation and new technology to scale efficiently and free the team to focus on the hardest, most complex problems our customers face.

Build and continuously refine the KPIs for service delivery, customer satisfaction, and team performance, using them not as a scorecard but as fuel for ongoing improvement.

Put real systems in place to capture, share, and reuse knowledge across Global Services, so good ideas do not stay siloed within one person or team.

Maintain and grow Percona's reputation as the experts in open source database technologies.

Stay close to key customers, understand how their needs are evolving, and translate that directly into how we deliver services.

Champion the Percona community by encouraging delivery teams to contribute high-impact content and expertise back to it.

Hold P&L responsibility for the organization: track financial performance, allocate resources wisely, and identify where the real growth opportunities are.

Look for efficiency and optimization wherever they exist, and be comfortable piloting new approaches, tools, or processes on a small scale before scaling what works.

Partner closely with Go-to-Market, Product Management, and Engineering to inform product strategy, spot market trends early, and help drive innovation across the business.

Build strong relationships with customers, partners, and the community, and bring their feedback back into how we shape our services.

Treat service delivery processes, methodologies, and tools as things to be improved, not preserved, in the name of better efficiency and customer outcomes.

As a member of the senior leadership team, contribute thought leadership and hands-on support to strategic priorities that reach well beyond Global Services.

Keep a pulse on industry trends, emerging technology, and the competitive landscape, and use that awareness to keep our services ahead of the curve rather than catching up to it.