Service Delivery Manager

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 fueling 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 purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK.

About the Role:

 

The Service Delivery Manager (SDM) plays a critical role in ensuring ABBYY delivers an exceptional support experience to customers. This role is responsible for proactively monitoring SLA compliance, leading incident response efforts, managing escalations, and coordinating cross-functional actions to resolve issues quickly and effectively. The SDM acts as a regional owner of service performance, ensuring timely communication, alignment across teams, and continuous improvement in delivery. This role is critical in maintaining trust, minimizing risk, and ensuring service excellence throughout the customer journey.

 

Responsibilities:

 

Proactive SLA Monitoring

· Track SLA adherence across assigned region and prioritize at-risk tickets.

· Work with Support to remove blockers and ensure timely resolution.

· Escalate critical cases when SLA breaches are imminent and involve leadership as needed.

· Provide regular SLA performance insights and trends.

Incident Response & Escalation Management

· Serve as the incident lead for major service disruptions, coordinating cross-functional resolution efforts.

· Develop and maintain incident response protocols, ensuring swift, structured action during high-impact events.

· Deliver customer-facing incident updates with clarity, consistency, and professionalism.

· Conduct post-incident reviews and document outcomes, contributing to continuous improvement efforts.

· Refer cases to the Customer Health Recovery (CHR) team when longer-term recovery is required.

Operational Reporting & Communication

· Provide real-time and recurring reports on case aging, SLA compliance, and escalation status.

· Maintain internal dashboards and ensure visibility for all stakeholders.

· Contribute to reporting for leadership, executive briefings, and customer reviews.

Cross-Functional Readiness

· Coordinate with Product, Supportability, QA, and Customer Experience to ensure readiness for new product releases.

· Participate in root cause analysis and drive preventive actions in collaboration with Engineering.

· Help define and evolve internal support processes and escalation workflows.

 

Required Skills and Experience

 

· Proven experience leading incident response for enterprise or SaaS platforms—this is essential.

· 5+ years of experience in Customer Success, Technical Support, or Professional Services in a B2B or enterprise environment.

· Deep technical understanding of SaaS platforms, software troubleshooting, and enterprise support models.

· Demonstrated success managing high-severity escalations or complex recovery initiatives.

· Strong project leadership skills with the ability to coordinate across departments and deliver timely results.

· Excellent written and verbal communication skills, including experience interfacing with executive stakeholders.

· Ability to clearly explain technical issues to both technical and non-technical audiences.

· High degree of customer empathy with a proactive, solution-oriented mindset.

· Proficiency with JIRA, Salesforce, or similar tools for issue tracking and reporting.

· Familiarity with ABBYY’s product suite or similar document processing and automation solutions.

 

Preferred Qualifications:

· Bachelor’s degree in Business, Information Technology, or a related field.

· Certifications in ITIL, PMP, or other service management frameworks