ABBYY · 2 days ago
Director, Service Delivery Management
United States
Full-time
Remote
Director/Executive
$145K/yr - $160K/yr
10+ years exp
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Responsibilities
Develop and execute the service delivery strategy to ensure high-quality, consistent, and scalable service for clients.
Lead, mentor, and manage a team of Service Delivery Managers, fostering a culture of client-centricity, accountability, and continuous improvement.
Align service delivery objectives with business goals, working with senior leadership to prioritize resources, set targets, and allocate budgets.
Build strong relationships with key clients, acting as a strategic advisor to understand their needs and ensure a positive service experience.
Proactively manage client expectations, regularly reviewing and communicating service performance, and addressing any escalations.
Oversee the service delivery framework for client onboarding, training, and long-term engagement to ensure a seamless experience.
Implement and optimize service delivery processes, tools, and workflows, aiming to increase efficiency and standardization across teams.
Collaborate with Product, Engineering, and Customer Success teams to refine and improve product/service offerings based on customer feedback and industry trends.
Develop and track performance metrics (KPIs) to ensure adherence to SLAs, identify gaps, and drive continuous improvement initiatives.
Identify and mitigate potential risks within the service delivery framework, ensuring compliance with all applicable regulations, standards, and internal policies.
Prepare and maintain disaster recovery and business continuity plans for uninterrupted service delivery.
Qualification
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Required
Bachelor’s degree in Business, Information Technology, or related field; a Master’s degree is preferred.
10+ years of experience in Service Delivery, Customer Success, or Operations within the tech industry, with at least 5 years in a leadership role.
Proven experience managing large-scale service delivery operations with complex, multi-tiered services or products.
Strong knowledge of service delivery processes, frameworks, and best practices (e.g., ITIL, Six Sigma).
Excellent client relationship management skills with the ability to influence and drive client satisfaction.
Proficiency with CRM and service delivery tools (e.g., ServiceNow, Salesforce).
Exceptional communication, problem-solving, and leadership skills.
Preferred
Experience in SaaS, cloud computing, or other tech-specific service models.
Certifications in ITIL, PMP, or similar project/service management methodologies.
Data-driven approach to managing and improving service delivery performance.
Benefits
Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
Gym membership subsidy
Medical and dental insurance
Pet insurance
Employee Assistance Program
College Savings Plan
Travel assistance
401(k) with up to 4% employer match
Paid parental leave in all our locations
Two paid volunteering days off every year
Company
ABBYY
ABBYY reimagines the way people work and accelerates business by delivering the intelligence that fuels automation platforms.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
$6M2021-05-11Series Unknown· undefined
2015-04-06Series Unknown· $6M
Leadership Team
Ulf Persson
CEO
Brian Unruh
Chief Financial Officer
Recent News
2024-11-19
2024-11-01
Company data provided by crunchbase
