ABBYY · 2 days ago
Service Delivery Manager
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $140K/yr
5+ years exp
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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.
Qualification
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Required
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
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.
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
