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 across over 60 locations worldwide, shaping the future-oriented intralogistics industry, 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.

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.

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 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.

• 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…