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.

What You Have Done

Led globally distributed, remote teams effectively.

15+ years leading global delivery organizations, including Support, Managed Services, and Professional/Project Services teams, in software or technology.

Delivered complex projects and services to customers, consistently meeting or exceeding expectations, while also being willing to change course when a project called for it.

Translated business goals into actionable strategic plans with measurable outcomes.

Managed P&L, financial analysis, and resource allocation with rigor.

Led and developed high-performing teams, and know how to bring people along through change rather than just announcing it.

Communicated and influenced effectively across internal and external stakeholders, including in moments that required navigating ambiguity or pushback.

Used data and metrics to make decisions, and have a track record of testing an idea, learning from the result, and adjusting quickly.