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 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 WHAT YOU HAVE 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 Working Conditions and Environment: 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 WHAT YOU WILL GET 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 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.”