SLA & Service Delivery Manager (Automation)

Knobelsdorff Electric Inc.; Dallas (TX); Sur place; USD 124 000 - 138 000; Plein temps

Avantages offerts par ce poste

Health and dental coverage

Life insurance

Disability coverage

401(k) with company match

Paid time off

Educational reimbursement

Employee discounts

Résumé du poste

Knobelsdorff Electric Inc. is seeking an SLA Manager in Dallas to oversee service delivery, incident response, and customer communications. You will coordinate coverage, translate service agreements into actionable plans, and ensure SLA commitments are met across multiple customers and teams.

The role emphasizes managing service performance, renewal planning, and pricing discussions with stakeholders. A strong background in service management and reporting is essential for success in this

Qualifications

• 5+ years in service delivery or contract service environments.
• 2+ years coordinating incidents, customer communications, and support activities across multiple customers or teams.
• Bachelor's degree in Business, Information Technology, Engineering, or equivalent.
• Strong understanding of service agreements, response obligations, coverage windows, and entitlements.
• Experience coordinating incidents, escalations, and reporting activities.
• Experience with ticketing systems, service management platforms, and performance reporting.

Responsabilités

• Maintain service agreements, customer entitlements, coverage schedules, and renewal records.
• Translate approved service agreements into actionable service and support plans.
• Coordinate primary, backup, and specialist support coverage to meet commitments.
• Oversee ticket intake, prioritization, escalation, and service documentation.
• Coordinate incident response activities and clear communication during resolution.
• Monitor SLA performance metrics and investigate risks or missed commitments.
• Lead customer service reviews with performance reporting and action tracking.
• Coordinate actions for recurring incidents and service improvements.
• Support transitions from project to service and documentation handoffs.
• Maintain dispatch, access, and escalation procedures for customer environments.
• Monitor service demand, costs, and capacity needs.

Connaissances

Service delivery

Coordination across teams

Customer communication

Organization

Problem-solving

Reporting & analytics

Commercial awareness

Formation

Bachelor's degree in Business/IT/Engineering

Outils

Ticketing systems

Service management platforms

Performance reporting tools

Description du poste

Knobelsdorff Electric Inc. is seeking an SLA Manager in Dallas to oversee service delivery, incident response, and customer communications. You will coordinate coverage, translate service agreements into actionable plans, and ensure SLA commitments are met across multiple customers and teams.

The role emphasizes managing service performance, renewal planning, and pricing discussions with stakeholders. A strong background in service management and reporting is essential for success in this