Director of Managed Services

Percona is looking for a Director of Managed Services. This is a critical role for us and will be leading teams of expert DBA’s who will manage customers critical infrastructure 24x7x365.

As the Director of Managed Services, you will lead globally distributed teams of expert DBAs who manage customers critical infrastructure 24X7. You will provide strategic direction and guidance to ensure exceptional customer satisfaction and excellent quality of services. This position will report directly to the VP of Subscription Services.

**What You Will Do**:

- You will advance the growth and success of Percona’s Managed Services by ensuring that:

- We deliver high quality and efficient service that results in high levels of customer satisfaction, retention, and profitability
- Our team members are valued, empowered and engaged
- We recruit, train and continually develop A players
- Processes and best practices are standardized, adopted, and executed consistently
- Meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported
- Continuous implementation and improvement is driven to core Managed Services operational elements: change management, configuration management, incident management, problem management, release management, and capacity management
- Proper infrastructure is in place for launching new service offerings, and continually enhancing current Service Delivery product options with the changing market landscape
- Our Sales, Marketing and Customer Success teams have what they need to land, adopt, renew and expand Managed Services business
- We develop and drive Strategic plans that push Managed Services toward our future goals
- Budget planning and management related to operations and strategic requirements is sound and meeting all financial goals for the department

**What You’ve Done**:

- Proven success with building and leading technical teams, preferably in Managed Services or at least a tech-enabled service company.
- Proven business acumen - in particular: Ability to make sense out of complexity and an uncertain future
- Ability to understand how business decisions affect financial outcomes
- Awareness of the implications of a choice for all affected parties
- Decisiveness
- Adaptable to change, and able to gain buy-in from all stakeholders
- Ability to develop and drive strategic plans
- Proven ability to coach, mentor, and sponsor
- Proven ability to collaborate on cross-functional initiatives
- Proven experience with implementing the ITIL framework (ITIL certification is ideal) and/or experience with ITSM systems

**How You Will Be Measured**:

- Ability to deliver high quality services that meet specific customer needs
- Ability to build, scale, and deploy cost effective processes, tools, teams, and services
- Ability to build consistent and repeatable practices
- Ability to build a delivery team and supporting processes that proactively help customers before problems occur
- Ability to assess our current business and develop Strategic Plans for the coming years in support of Subscription Services and Percona organizational vision

**What Defines You**:

- Vision - you lead with clarity, confidence, and a solution-oriented attitude
- Humility - you keep your ego and self-interests in check
- Credibility - you are trusted and respected among your peers
- Accountability - you are answerable for accomplishing work and goals, and you own your decisions and actions
- Strategic - you prudently plan priorities to align with business objectives, both internally and in alignment with organizational objectives
- Level-headedness - you are cool, calm and collected, especially in times of chaos and unrest
- Levity - without it, our job environment is no better than a sweatshop
- Willingness and availability to travel at least 6 times per year

**What You Have Done**:

- Proven success with building and leading technical teams, preferably in Managed Services or at least a tech-enabled service company.
- Proven ability to coach, mentor, and sponsor
- Proven ability to collaborate on cross-functional initiatives
- Proven experience with implementing the ITIL framework (ITIL certification is ideal) and/or experience with ITSM systems
- Proven business acumen - in particular:

- Ability to make sense out of complexity and an uncertain future
- Ability to understand how business decisions affect financial outcomes
- Awareness of the implications of a choice for all affected parties
- Decisiveness
- Adaptable to change, and able to gain buy-in from all stakeholders
- Ability to develop and drive strategic plans
- Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and Maria DB to open source users globally.

Percona is remote-first and globally dispersed; we have colleagues in more than 50 countries. We offer a collaborative, highly-engaged culture where your ideas