Customer Success & Service Delivery Lead - Remote 2 Days

KNAPP; Kennesaw (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work 2 days/wk

Half-day Fridays

Office in Kennesaw

Health & dental benefits

401k with match

Paid vacation

Job summary

KNAPP is seeking a Service Delivery Manager to lead the operational delivery of services for assigned customer accounts in Kennesaw, GA. The role acts as the primary liaison between customers and KNAPP's service organization, ensuring effective communication, coordination of support activities, and achievement of service objectives.

You will work with cross-functional teams to drive customer satisfaction, monitor SLAs and KPIs, manage escalations, and drive continuous service improvement while

Qualifications

• Bachelor's degree in Information Technology, Logistics or related field.
• 2+ years of direct experience managing SLAs, escalations, and service performance in automated or technology-driven environments preferred.
• Basic knowledge of databases and operating systems such as Linux and Windows.
• Fundamental understanding of hardware, server, and network technologies.
• Ability to work effectively both independently and as part of a team.
• Strong organizational skills.
• Proficient knowledge of Microsoft Office or related software

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, service requests, and operational challenges.
• Support customer escalations, ensuring appropriate stakeholder engagement, communication, and resolution.
• Lead recurring operational incident reviews with customers to discuss service performance, trends, root cause analysis and improvement opportunities.
• Drive service improvement initiatives by collaborating with appropriate stakeholders.
• Identify and communicate operational risks that may impact service delivery, customer satisfaction, or business objectives.
• Support root cause analysis activities and track corrective and preventive actions through to completion.
• Support change deployment activities by coordinating between the change management team, KNAPP onsite personnel, and customer stakeholders to ensure clear communication, alignment, and successful execution.
• Consistently update and maintain accurate reports, meeting records, action items, and customer communications.
• Advocate for customer needs within KNAPP while balancing operational requirements, contractual obligations, and business priorities.
• Support service transition activities for new systems, enhancements, and operational changes as required.

Skills

SLA management

Customer relationships

Teamwork

Organizational skills

MS Office

Independent working

Education

Bachelor's degree in IT, Logistics or related field

Tools

Databases

Linux OS

Windows OS

Networking knowledge

Job description

KNAPP is seeking a Service Delivery Manager to lead the operational delivery of services for assigned customer accounts in Kennesaw, GA. The role acts as the primary liaison between customers and KNAPP's service organization, ensuring effective communication, coordination of support activities, and achievement of service objectives.

You will work with cross-functional teams to drive customer satisfaction, monitor SLAs and KPIs, manage escalations, and drive continuous service improvement while