Service Delivery Manager: Remote & Customer Success

KNAPP North America; Kennesaw (GA); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

2 remote days per week when in office

Half day Fridays when in office

State-of-the-art office in Kennesaw,GA

Industry competitive compensation

Health, dental, vision, life insurance

401k with generous employer match

Paid Vacation & Holidays

Profit Sharing

Paid Parental Leave

Tuition Reimbursement

Pet Insurance

Subsidized food delivery

Monthly celebrations

Quarterly employee events

CSR and sustainability initiatives

Job summary

KNAPP North America seeks a Service Delivery Manager to oversee operational delivery for assigned customer accounts. You will serve as the primary liaison between customers and KNAPP’s service organization, coordinating support activities and incidents to meet performance objectives.

The role requires building strong relationships, coordinating cross-functional teams, and driving service improvements while aligning with contractual commitments and business goals.

Qualifications

• 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

Responsibilities

• 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.

Skills

SLA management

Customer communication

Cross-functional collaboration

Organizational skills

Independent work

Problem solving

Education

Bachelor's degree

Tools

Linux

Windows

Databases

Microsoft Office

Networking basics

Servers

Job description

KNAPP North America seeks a Service Delivery Manager to oversee operational delivery for assigned customer accounts. You will serve as the primary liaison between customers and KNAPP’s service organization, coordinating support activities and incidents to meet performance objectives.

The role requires building strong relationships, coordinating cross-functional teams, and driving service improvements while aligning with contractual commitments and business goals.