The Opportunity
At Abbott Toxicology, a part of Abbott’s Diagnostics family of businesses, we bring together dedicated experts and advanced technologies to support toxicology testing services across a wide range of industry sectors globally. Delivering critical insights that aid in the detection, treatment, and management of substance use and exposure. Our mission is to provide reliable, timely, and actionable information that supports safer and healthier outcomes for individuals and communities.
Our Toxicology Business is currently recruiting for a new International Service Delivery Manager to support the International Drug & Alcohol testing service across 400 collecting partners globally. The role would be based in our Abingdon (Oxfordshire) office, with travelling required (10%).
As an International Service Delivery Manager, you will be responsible for ensuring the delivery of exceptional service to our international customers, particularly within the Maritime and Aviation sectors. This role will manage relationships with international collection partners, overseeing contracting, onboarding and training, and ensure adherence to all international collection protocols. You will also lead the UAE service delivery team, driving performance, compliance, and customer satisfaction.
What You’ll Do
1. Lead the UAE service delivery team, fostering a high‑performance, customer‑focused culture.
2. Own the end‑to‑end international customer experience across the Maritime and Aviation sectors.
3. Build and manage relationships with international collection partners, including onboarding, training and performance management.
4. Design and maintain international collection protocols to ensure consistency and compliance.
5. Handle international customer complaints with professionalism and urgency.
6. Work cross‑functionally to ensure aligned and efficient international service delivery.
7. Oversee product and sample import/export, supply chain coordination, and external suppliers.
8. Monitor service metrics and partner performance to identify trends and drive improvements.
9. Ensure compliance with international regulatory standards and internal policies.
10. Champion a culture of learning, accountability and operational excellence.
Required qualifications/Profile
11. Degree‑level education or equivalent experience.
12. Proven experience leading international customer service or operations teams, ideally in regulated industries.
13. Understanding of Maritime and Aviation service environments would be an asset.
14. Experience managing third‑party providers and global partnerships.
15. Strong capability to lead remote, multicultural teams.
16. Knowledge of international compliance and service delivery standards.
17. Proficiency with CRM and service management tools.
18. Inspires high performance across international teams.
19. Acts with empathy, urgency, and a customer‑first mindset.
20. Challenges the status quo, driving innovation in service delivery.
21. Results‑driven with a focus on continuous improvement.
22. Builds trust and supports wellbeing across diverse teams.
23. Displays resilience and adaptability in a dynamic global environment.
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:
24. Career development with an international company where you can grow the career you dream of.
25. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
26. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.