Service Delivery Manager

Knapp Inc • Kennesaw, GA

6d • Hybrid

About The Position

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.

Requirements

• 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
• 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.
• Authorization to work in the U.S.
• Passport or ability to obtain a passport

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.

Benefits

• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level