Service Delivery Manager
KNAPP North America · Kennesaw, GA · 2 mo ago
Information TechnologyFull-time
Essential Functions and Responsibilities
- Provide monthly reporting, to include:
- Summary of incidents and problems
- Implementation of outstanding changes to past events and any unpredictable 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
- 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
- Cook up 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
- 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