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Service Delivery Manager

Remote: 
Full Remote
Work from: 
United States

Offer summary

Qualifications:

Bachelor's degree in Business or IT, 5+ years in service delivery or account management, Strong understanding of service delivery frameworks, Proficiency with CRM and service delivery tools.

Key responsabilities:

  • Serve as the primary point of contact for clients
  • Conduct regular client meetings to review service performance
  • Oversee end-to-end delivery process and monitor SLAs
  • Collaborate with internal teams to resolve issues
ABBYY logo
ABBYY Large https://www.abbyy.com/
1001 - 5000 Employees
About ABBYY
ABBYY powers intelligent automation. We reimagine the way people work and how companies accelerate business by delivering the intelligence that fuels automation platforms. We aspire to constantly reimagine how technology solves process and data challenges to help people and organizations thrive. We help more than 10,000 companies globally, including many of the Fortune 500, driving significant impact where it matters most: customer experience, profitability, and competitive advantage. For more information, please visit the ABBYY website.
See more ABBYY offers

Job description

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.

The Service Delivery Manager (SDM) is responsible for ensuring high-quality, consistent, and efficient delivery of our services to clients. This role acts as a bridge between the client and our internal teams, managing all aspects of the service lifecycle from onboarding to ongoing support. The SDM will focus on enhancing client satisfaction, ensuring SLA adherence, and identifying opportunities to improve our service delivery processes. 

Key Responsibilities: 

  • Serve as the primary point of contact for assigned clients, managing expectations and addressing service-related inquiries. 
  • Develop strong client relationships, ensuring a thorough understanding of their needs and promoting continuous engagement. 
  • Conduct regular client meetings to review service performance, provide updates, and gather feedback for service improvements. 
  • Oversee the end-to-end delivery process, ensuring services are delivered on time, within scope, and aligned with quality standards. 
  • Monitor and ensure adherence to SLAs, managing any issues or escalations to resolution in a timely manner. 
  • Collaborate with internal teams (e.g., Product, Engineering, Customer Support) to resolve complex technical issues and deliver seamless client experiences. 
  • Identify and implement process improvements to increase efficiency and enhance service quality. 
  • Gather and analyze service metrics (e.g., response times, resolution rates) to assess performance, identify trends, and recommend improvements. 
  • Participate in the development of new processes, tools, and best practices for optimal service delivery. 
  • Identify potential risks within the service delivery process and take proactive steps to mitigate them. 
  • Ensure that all client data handling and service delivery operations comply with applicable standards, regulations, and policies. 

Qualifications: 

  • Bachelor’s degree in Business, Information Technology, or a related field; relevant certifications are a plus. 
  • 5+ years of experience in service delivery, customer success, or account management in the tech industry. 
  • Strong understanding of service delivery frameworks, such as ITIL or similar methodologies. 
  • Proven ability to manage client relationships, prioritize tasks, and meet service expectations. 
  • Excellent problem-solving skills, with experience handling escalations and managing multiple projects. 
  • Proficiency with CRM, project management, and service delivery tools (e.g., ServiceNow, Jira, Salesforce). 

Preferred Skills: 

  • Experience in SaaS, cloud services, or other technology-focused service models. 
  • Certifications in ITIL, PMP, or other relevant service management practices. 
  • Strong data analysis skills to interpret performance metrics and make data-driven improvements. 

Additionally, you will enjoy some of our local benefits such as:

  • Comprehensive medical, accidental, and life insurance
  • Weekly wellness sessions to support your physical and mental well-being
  • A generous paid time off policy

At ABBYY you will: 

Love how you work

  • We provide remote and hybrid working options to fit all lifestyles.
  • We use flexible hours across most of our teams to allow you to find your own definition of balance.
  • Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
  • To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

  • We are a global team of 800+ colleagues, spread across 15 countries on four continents.
  • With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world.
  • Innovation and excellence run through our veins.
  • Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
  • We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

  • We are a company with more than 30 years of experience in the technology market.
  • Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.
  • ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing platform.
  • Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a Marketplace built with AI, can transform any document in any process.
  • Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website. ​

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer Relationship ManagementService ManagementData AnalysisItilv3SalesforceServiceNowJIRACloud Services

Other Skills

  • Time Management
  • Teamwork
  • Communication
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