Service Delivery Manager

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Service Delivery Manager

Full Time Customer Service Kennesaw, GA, US

9 days ago Requisition ID: 2062

WHO WE ARE

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple.

One of KNAPP's primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group's unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

The Service Delivery Manager is responsible for managing the operational delivery of services for assigned customer accounts. The role serves as the primary liaison between customers and KNAPP's service organization, ensuring effective communication, coordination of support activities, resolution of service-related incidents, and achievement of service performance objectives. The SDM collaborates with cross-functional teams to drive customer satisfaction, operational excellence, and continuous service improvement while maintaining alignment with contractual commitments and business goals.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Build and maintain strong customer relationships through regular communication, service reviews, and proactive engagement.
• Monitor and manage service performance against contractual obligations, service level agreements (SLAs), and key performance indicators (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.

WHAT YOU HAVE

• Bachelor's degree, preferably in Information Technology, Logistics or related field or equivalent combination of education, training, and experience.
• 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

Additional Skills and Requirements

• Ability to develop and maintain strong customer relationships through proactive communication, effective stakeholder alignment, and a commitment to delivering exceptional customer experience.
• Excellent verbal, written, and presentation skills with the ability to communicate effectively across technical, operational, and executive audiences while facilitating productive discussions and driving alignment.
• Demonstrate the ability to analyze complex situations, identify trends and risks, evaluate business impacts and coordinate with internal stakeholders that drive operational improvements.
• Strong organizational, prioritization, and time management skills with the ability to manage multiple initiatives, customer needs and competing priorities in a dynamic environment.
• Willingness to continuously develop skills, expand knowledge, embrace new challenges, and adapt to evolving customer and business needs.

Working Conditions and Environment:

• Travel may be required up to 25%
• Overtime as required by work
• Professional office etiquette is required at all times
• Authorization to work in the U.S.
• Passport or ability to obtain a passport
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.

WHAT YOU WILL GET

• 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
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP's drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during "off-hours."