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, 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.