Service Delivery Manager

at  ABBYY

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.

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.

• 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.