Client-Facing Service Delivery Manager (Remote)

Socket.dev; Kennesaw (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401k with generous match

Paid vacation

Profit sharing

Paid parental leave

Tuition reimbursement

Subsidized daycare

Job summary

KNAPP is seeking a Service Delivery Manager to oversee the operational delivery of services for assigned customer accounts from its US-based team in Georgia. You will act as the primary liaison between customers and KNAPP's service organization, coordinating support, resolving incidents, and ensuring performance against SLAs and KPIs.

The role involves frequent cross-functional collaboration, proactive communication, and driving service excellence while aligning with contractual commitments and

Qualifications

• Bachelor's degree required in IT, logistics or related field.
• 2+ years of experience managing SLAs, escalations, and service performance.
• Knowledge of databases and operating systems such as Linux and Windows.
• Understanding of hardware, servers, and networks.
• Ability to work independently and as part of a team.
• Strong organizational skills.
• Proficient in Microsoft Office.

Responsibilities

• Build and maintain strong customer relationships through regular communication, service reviews, and proactive engagement.
• Monitor and manage service performance against contractual obligations, SLAs, and KPIs.
• Coordinate cross-functional teams to ensure timely resolution of incidents and service requests.
• Support customer escalations with appropriate stakeholder engagement and resolution.
• Lead recurring operational incident reviews with customers to discuss performance and improvements.
• Drive service improvement initiatives with stakeholders.
• Identify and communicate operational risks impacting service delivery.
• Support root cause analysis and track corrective/preventive actions to completion.
• Coordinate change deployment activities with change management, KNAPP onsite, and customer stakeholders.
• Maintain accurate reports, meeting records, and customer communications.
• Advocate for customer needs while balancing contractual obligations and business priorities.
• Support service transitions for new systems and changes.

Skills

SLA management

Escalation handling

Communication skills

Customer relationship building

Teamwork

Education

Bachelor's degree in IT, Logistics or related field

Tools

Microsoft Office

Job description

KNAPP is seeking a Service Delivery Manager to oversee the operational delivery of services for assigned customer accounts from its US-based team in Georgia. You will act as the primary liaison between customers and KNAPP's service organization, coordinating support, resolving incidents, and ensuring performance against SLAs and KPIs.

The role involves frequent cross-functional collaboration, proactive communication, and driving service excellence while aligning with contractual commitments and