Position Charter:

Percona is entering a new chapter. Under CEO Peter Farkas, we are sharpening our focus, moving faster, and asking every leader to challenge how things have always been done. As Senior Vice President of Global Services, you will own the global delivery, strategic planning, and financial (P&L) management for Percona's entire portfolio of service offerings, spanning Support, Managed Services, and Professional Services, as well as any future services. You are directly accountable for ensuring every customer experiences consistently excellent service across all interactions. This role is not a caretaker role. We are not looking for someone to simply keep the trains running. We want a leader who treats the current way of doing things as a starting point, not a finish line: someone who will question long-standing assumptions, run small experiments to test new approaches, and move on quickly from what does not work so the team can double down on what does. You will shape our product strategy alongside Product and Engineering, ensuring our services keep pace with where the market and our customers are heading, not just where they have been. Beyond the operational scope, this is a senior leadership role. You will sit alongside our executive leadership team, bringing cross-functional thought leadership to bear on company-wide priorities well beyond Global Services alone. This is one of the most critical roles at Percona. Open source is the foundation of our business, and our ability to deliver deep technical expertise with an outstanding customer experience is what sets us apart. You will be at the center of reimagining what great open source service delivery looks like, not just maintaining it.

What You Will Do:

• Lead the Global Services division (Support,... Managed Services,... Professional Services,... Project Management,... Technical Leads,... Delivery Operations), providing leadership,... coaching,... mentorship that builds a team unafraid to raise its hand and try something new.
• Own quality,... timeliness,... satisfaction of service delivery.
• Set strategic direction for Global Services aligned with company objectives and market changes.
• Champion AI-first approach using automation and technology to scale efficiently.
• Develop KPIs for service delivery and team performance to drive continuous improvement.
• Implement systems for knowledge sharing across teams.
• Maintain Percona’s reputation as open source database experts.
• Stay close to customers to understand evolving needs and translate into service delivery.
• Encourage contribution to Percona community by delivery teams.
• Manage P&L responsibility including financial performance tracking and resource allocation.
• Seek efficiency improvements; pilot new tools/processes before scaling.
• Collaborate with Go-to-Market,... Product Management,... Engineering on product strategy/innovation.
• Build strong relationships with customers,... partners,... community; incorporate feedback into services.
• Continuously improve service delivery processes for better efficiency/outcomes.
• Contribute company-wide strategic priorities as part of senior leadership team.
• Monitor industry trends/competitive landscape to keep services ahead.

Candidate Profile:

• Experience leading globally distributed remote teams effectively.
• 15+ years in global delivery organizations including Support,... Managed Services,... Professional/Project Services in software/technology sectors.
• Strong knowledge of database software industry including open source technologies.
• Proven track record delivering complex projects/services meeting/exceeding expectations while adapting as needed.
• Skilled translating business goals into actionable strategic plans with measurable outcomes.
• Experienced in P&L management including financial analysis/resource allocation.
• Leadership skills developing high-performing teams through change management.
• Effective communication/influence across stakeholders including managing ambiguity/pushback.
• Data-driven decision making; ability test ideas quickly/adjust.

Success Traits:

• Passionate about delivering world-class technical services beyond managing them.
• Comfortable operating globally across regions/time zones/cultures with global mindset.
• Ownership mentality focused on outcomes rather than activity alone.
• Change agent willing experiment/take risks/fail fast when necessary.
• Curious about new technology/ways of working; analytical but decisive under uncertainty.
• Adaptable in ambiguous situations; solutions-oriented bias improvement over status quo preservation.
• Self-directed momentum creation ability; diplomatic/collaborative especially driving change resistance.
• Highly organized/dependable under pressure in complex situations.

Why Percona?

Mission: Enable innovation through best open source database software/support/services built with community focus on MySQL,... MongoDB,... PostgreSQL & MariaDB expertise Remote-only global workforce in 50+ countries Collaborative culture valuing ideas & voice Generous benefits: flexible hours/time off/equipment/career development/connectivity allowances/equity plan Work-life balance support programs (Adventure Team/Work-from-anywhere/FlowDays/FryDays) Social responsibility programs (PAVE volunteering/Women Transforming Technology) Percona is a high-growth tech leader globally recognized in open-source database space.