Service Delivery Manager

Knapp Agency•Kennesaw, GA

29d•Hybrid

About The Position

The Service Delivery Manager will function as direct contact for IT-related issues overseeing that IT infrastructure is included properly as provided by KNAPP and IT services. The Service Delivery Manager will provide monthly reports to the customers that summarize all incidents, changes, trends, etc., from the previous month. Further, the Manager will conduct monthly conference calls with the Customer and IT Service Engineer, Service Performance, and IT departments to address questions and concerns.

Requirements

Technical qualifications (technical college, senior technical college, technical university degree, or comparable practical experience)
Databases and SQL
Knowledge of C++ and Java
Written and spoken command of English (German or other languages are an advantage)
MS Office skills
Basic knowledge of automation technology with willingness to learn more about our products, systems, and processes
Solution-oriented and innovative
Overtime as required by work
Occasional travel may be required up to 25%
Professional office etiquette is required at all times
Authorization to work in the U.S.
Passport or ability to obtain a passport
Physical requirements may include: sitting, squatting, walking, reaching out to arm's length, reaching over-head, lifting between 50-100 pounds, and reading
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.”

Nice To Haves

German or other languages are an advantage

Responsibilities

Provide monthly reporting, to include: Summary of incidents and problems Implementation of outstanding changes to past events and any unpredicted events Brief description of priority 1 and 2 incidents: Description of solution times Protocol of the last review Review of service level evaluation Trend reports of incident development: Graphical location of incidents and number of issues Resolution of outstanding incidents Average solution time Change reports: List of executed and upcoming changes
Provide annual reports of past years incidents, to include: Protocol of the last annual review meeting Reports of the past year Review service level evaluations Service credits
Monitor and support software development with small-scale projects
Work with customers and address their requests by phone and e-mail
Responsible for problem management
Create customer reports
Coordinate release updates
Manage quality control of release updates
Identify and tackle open issues, maintain “to-do” lists in cooperation with the Account Manager
Consult with customers
Monitor incident management
Create management summary reports

Benefits

2 remote days per week
Half day Fridays
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
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering