Service Delivery Manager

KNAPP North America

Service Delivery Manager overseeing IT-related issues and customer reporting for KNAPP's automation solutions. Coordinate with customers and IT departments to address inquiries and improve service delivery.

Posted 6/19/2026full-timeKennesaw • 🇺🇸 United StatesMid-LevelSeniorWebsite

ATS Keywords

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Hard Skills

SQLC++Javareportingincident managementproblem managementquality controlautomation technologydata analysisservice level evaluation

Soft Skills

solution-orientedinnovativecommunicationcustomer serviceorganizationalteam collaborationproblem-solvingattention to detailadaptabilityprofessional etiquette

Tools & Technologies

MS OfficeIT infrastructureincident management softwarereporting toolscommunication toolsproject management toolsservice performance monitoringcustomer relationship management (CRM)database management systemssoftware development tools

Certifications & Qualifications

technical college degreesenior technical college degreetechnical university degree

Industry Keywords

IT servicesservice creditschange managementcustomer reportsincident trendsservice level agreementsquality assurancetechnical supportproject coordinationcustomer consultation

Tech Stack

Tools & technologies

JavaSQL

About the role

Key responsibilities & impact

Function as the direct contact for IT-related issues overseeing IT infrastructure as provided by KNAPP and IT services
Provide monthly reports to the customers summarizing all incidents, changes, trends, etc. from the previous month
Conduct monthly conference calls with the Customer and IT Service Engineer, Service Performance, and IT departments to address questions and concerns
Provide monthly reporting, to include: Summary of incidents and problems
Implementation of outstanding changes to past events and any unpredicted events
Brief description of priority 1 and 2 incidents: Description of solution times
Protocol of the last review
Review of service level evaluation
Trend reports of incident development: Graphical location of incidents and number of issues
Resolution of outstanding incidents
Average solution time
Change reports: List of executed and upcoming changes
Provide annual reports of past years incidents, to include: Protocol of the last annual review meeting
Reports of the past year
Review service level evaluations
Service credits
Monitor and support software development with small-scale projects
Work with customers and address their requests by phone and e-mail
Responsible for problem management
Create customer reports
Coordinate release updates
Manage quality control of release updates
Identify and tackle open issues, maintain “to-do” lists in cooperation with the Account Manager
Consult with customers
Monitor incident management
Create management summary reports

Requirements

What you’ll need

Technical qualifications (technical college, senior technical college, technical university degree, or comparable practical experience)
Databases and SQL
Knowledge of C++ and Java
Written and spoken command of English (German or other languages are an advantage)
MS Office skills
Basic knowledge of automation technology with willingness to learn more about our products, systems, and processes
Solution-oriented and innovative
Overtime as required by work
Occasional travel may be required up to 25%
Professional office etiquette is required at all times
Authorization to work in the U.S.
Passport or ability to obtain a passport
Physical requirements may include: sitting, squatting, walking, reaching out to arm’s length, reaching over-head, lifting between 50-100 pounds, and reading

Benefits

Comp & perks

2 remote days per week when in office
Half day Fridays when in office
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering