Service Delivery

Blackbaud; Hyderabad; On-site; INR 400,000 - 640,000; Full time

Job summary

Blackbaud is seeking a Service Delivery professional in Hyderabad to handle a high volume of service requests, troubleshoot issues, and coordinate with cross-functional teams. The role emphasizes accuracy, timely communication, and building strong customer relationships while aligning with US business hours.

Candidates should have 2+ years in customer service or service delivery, with excellent English, documentation skills, and the ability to prioritize in a fast-paced environment.

Qualifications

• 2+ years of experience in customer service, service delivery, operations support, technical support, or a related customer-facing environment.
• Knowledge of case management, service request processing, and customer support best practices, including working within service level agreements.
• Understanding of customer relationship management principles and operational processes that support customer retention and service quality.
• Experience analyzing information, troubleshooting issues, identifying solutions, and driving tasks through successful resolution in a fast-paced environment.
• Advanced English communication skills with strong written documentation abilities, exceptional attention to detail, and proficiency using business systems, customer support platforms, and productivity tools.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM-5:00 PM EST, with availability for customer-facing engagements during that time

Skills

High volume handling

Efficient task execution

SLA awareness

Clear documentation

Attention to detail

Job description

Service Delivery, Staff Job Requisition Service Delivery accurately and efficiently delivers Blackbaud services with increased value to our customers. Service Delivery focuses on effective delivery of our customers’ requirements, management of processes and building robust customer relationships. As a successful Service Delivery team member, you will specialize in working on cases, operations requests and various projects while providing professional, courteous and efficient services. Working in a structured, fast-paced team environment, you'll need to assist in prioritizing customer requests and troubleshooting issues, as well as maintaining open communication with various teams.

Primary Skills

• Ability to manage a high volume of service activity
• Perform service tasks with efficiency and high quality
• Prioritize tasks in a fast-paced environment to meet service level agreements (SLAs)
• Document information clearly, accurately and promptly
• Strong organizational skills with attention to detail

Competencies

• Develops and maintains good working relationships with others.
• Engages others in active, open and productive dialogue.
• Relates well to others and builds rapport inside and outside of the organization.
• Resolves conflicts with strength, tact and diplomacy.
• Timely in communication and listens well.
• Works effectively in situations involving uncertainty or lack of information and responds flexibly to change.
• Ability to modify and shift behavior as situations or objectives evolve.
• Accepts and embraces shifts in job or organizational structures.
• Continually focuses on achieving positive, concrete results contributing to Blackbaud’s business success.
• Exhibits commitments to goals and consistently delivers results.
• Demonstrates personal initiative and independent motivation to achieve goals and objectives.
• Writes, speaks and presents information effectively and persuasively across communication settings.
• Ability to present in various group settings with or without the use of technology.
• Exhibits composure while in the spotlight.
• Conveys information eloquently.
• Knows how to effectively connect with a variety of audiences.
• Maintains a constructive and composed focus in facing and overcoming tough situations.
• Functions well under stress and undaunted by obstacles.
• Accepts pressure, exhibits self-control and maintains perspective in tense situations.
• Gathers and analyzes information and uses it to develop effective solutions to difficult problems or situations.
• Devises workable solutions or consults with secondary resources to devise solutions.
• Proactively implements fixes and changes as needed to keep small problems from becoming big problems.
• Investigates and takes action to meet customers’ current and future needs.
• Gives customer needs priority and responds quickly to customer concerns.
• Builds positive and fruitful customer relationships.

Requirements

• 2+ years of experience in customer service, service delivery, operations support, technical support, or a related customer-facing environment.
• Knowledge of case management, service request processing, and customer support best practices, including working within service level agreements.
• Understanding of customer relationship management principles and operational processes that support customer retention and service quality.
• Experience analyzing information, troubleshooting issues, identifying solutions, and driving tasks through successful resolution in a fast-paced environment.
• Advanced English communication skills with strong written documentation abilities, exceptional attention to detail, and proficiency using business systems, customer support platforms, and productivity tools.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM-5:00 PM EST, with availability for customer-facing engagements during that time

Stay up to date on everything Blackbaud, follow us on Linkedin, X, Instagram, Facebook and YouTube Blackbaud powers social impact through purpose-driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. Blackbaud (NASDAQ: BLKB) is the world’s leading cloud software company powering social good. Serving the entire social good community—nonprofits, foundations, corporations, education institutions, healthcare institutions and individual change agents—Blackbaud connects and empowers organizations to increase their impact through software, services, expertise, and data intelligence. The Blackbaud portfolio is tailored to the unique needs of vertical markets, with solutions for fundraising and CRM, marketing, advocacy, peer-to-peer fundraising, corporate social responsibility, school management, ticketing, grantmaking, financial management, payment processing, and analytics. Serving the industry for more than three decades, Blackbaud is headquartered in Charleston, South Carolina and has operations in the United States, Australia, Canada, and the United Kingdom.