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Job Description
ABBYY is seeking a Service Delivery Manager to join their team in Budapest, Hungary. This role is offered on a hybrid basis. The Service Delivery Manager will play a critical role in ensuring ABBYY delivers exceptional support to its customers. They will be responsible for proactively monitoring SLA compliance, leading incident response efforts, managing escalations, and coordinating cross-functional actions to resolve issues effectively. The SDM will act as a regional owner of service performance, ensuring timely communication, alignment across teams, and continuous improvement in delivery.
Responsibilities:
- Proactive SLA Monitoring
- Incident Response & Escalation Management
- Operational Reporting & Communication
- Cross-Functional Readiness
Requirements:
- Proven experience leading incident response for enterprise or SaaS platforms.
- 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.
ABBYY offers:
- Remote and hybrid working options
- Flexible hours
- Paid volunteering days
- Paid parental leave
