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, dedicating more than 8,000 employees worldwide to making complexity simple.

The Service Delivery Manager will serve as the direct contact for IT-related issues, ensuring IT infrastructure is properly incorporated and supported by KNAPP and IT services. The Manager will produce monthly reports summarizing incidents, changes, trends, and conduct monthly conference calls with the Customer, IT Service Engineer, Service Performance, and IT departments to address questions and concerns.

• Provide monthly reporting, to include:
  • Summary of incidents and problems
  • Implementation of outstanding changes and unexpected 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

• 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

• 2 remote days per week when in office
• Half day Fridays when in office
• A 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!
• 401(k) 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.”