Service Delivery Manager

Responsibilities

• Function as the direct contact for IT-related issues overseeing IT infrastructure as provided by KNAPP and IT services
• Provide monthly reports to the customers summarizing all incidents, changes, trends, etc. from the previous month
• Conduct monthly conference calls with the Customer and 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 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

• 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

• SQL
• C++
• Java
• reporting
• incident management
• problem management
• quality control
• automation technology
• data analysis
• service level evaluation

• solution-oriented
• innovative
• communication
• customer service
• organizational
• team collaboration
• problem-solving
• attention to detail
• adaptability
• professional etiquette

• technical college degree
• senior technical college degree
• technical university degree