SVP, Global Services - Percona

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 leadership, coaching, and mentorship.
• 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.
• Champion an AI-first approach to how we operate and deliver services, using automation and new technology to scale efficiently.
• Build and continuously refine the KPIs for service delivery, customer satisfaction, and team performance.
• Put real systems in place to capture, share, and reuse knowledge across Global Services.
• 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 growth opportunities.
• Partner closely with Go-to-Market, Product Management, and Engineering to inform product strategy and drive innovation.
• As a member of the senior leadership team, contribute thought leadership and hands-on support to strategic priorities.

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.
• Built a strong command of the database software industry, including open source technologies.
• Delivered complex projects and services to customers, consistently meeting or exceeding expectations.
• 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 through change.

Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.

Percona is proud to be a remote-only and globally dispersed workforce with colleagues in more than 50 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours, paid time off programs, all equipment for your remote office, funds for career development, ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan.