Service Delivery Manager

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 in over 60 locations worldwide, shaping the future-oriented industry of intralogistics – 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.

What You Get To Do

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.

Essential Functions and Responsibilities:

Provide monthly reporting, to include:Summary of incidents and problems Implementation of outstanding changes to past events and any unpredicted eventsBrief description of priority 1 and 2 incidents:Description of solution timesProtocol of the last reviewReview of service level evaluationTrend reports of incident development:Graphical location of incidents and number of issuesResolution of outstanding incidentsAverage solution timeChange reports: List of executed and upcoming changesProvide annual reports of past years incidents, to include:Protocol of the last annual review meetingReports of the past year Review service level evaluationsService creditsMonitor and support software development with small-scale projectsWork with customers and address their requests by phone and e-mailResponsible for problem management Create customer reports Coordinate release updates Manage quality control of release updatesIdentify and tackle open issues, maintain “to-do” lists in cooperation with the Account Manager Consult with customersMonitor incident management Create management summary reports

What You Have

Technical qualifications (technical college, senior technical college, technical university degree, or comparable practical experience) Databases and SQLKnowledge 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 processesSolution-oriented and innovative

Working Conditions and Environment:

Overtime as required by workOccasional travel may be required up to 25%Professional office etiquette is required at all timesAuthorization to work in the U.S. Passport or ability to obtain a passportPhysical requirements may include:sitting, squatting, walking, reaching out to arm’s length, reaching over-head, lifting between 50-100 pounds, and reading
What You Will Get

2 remote days per week when in officeHalf day Fridays when in officeA beautiful new, state-of-the-art, office complex in Kennesaw, GAIndustry competitive compensationGreat 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 & HolidaysProfit SharingPaid Parental LeaveSubsidized DaycareTuition ReimbursementPet InsuranceSubsidized food deliveryMonthly celebrationsQuarterly employee eventsCorporate 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.”