What Does a Service Level Manager Actually Do at KNAPP?

Published on in Company, Service, Sustainability, Working at KNAPP
03:00 minutes reading time

What does a tailor’s shop have in common with KNAPP Customer Service? Both stand for solutions that fit like a glove – perfectly tailored to the needs of the customer. In practice, this is reflected in our comprehensive service portfolio, which offers more than 50 customizable services.

However, not every service suits every customer. To find the best fit, we bring our Service Level Managers into play. Their job involves costing, giving presentations and negotiating offers and service contracts. But most importantly, they make sure that all of the customer’s needs and requirements are taken into account, so that we can provide them with an ideal service package. Learn more about the position in our interview or in this blog post.

This time, we’ve asked two of our colleagues to give you their insight: Anja joined the Service Level Management team one year ago and will share her work experience with you. Martin has been working at KNAPP for 25 years and has been head of Service Level Management for 10 years. Are you interested in becoming a Service Level Manager? All the vacancies are listed here.

A smiling woman with long blonde hair wearing a black blazer stands with her arms crossed in front of a modern, dark architectural background.
Anja Knoflach, Service Level Management, International Customer Service
Martin Ablasser, Director of Service Level Management in the International Customer Service at KNAPP
Martin Ablasser, Director of Service Level Management, International Customer Service

What are the main responsibilities of a Service Level Manager?

Anja: As a Service Sales Manager, I’m the project manager for a service offer, from the first draft until the contract is signed. My mains tasks center on:

1. Create

First, I create a concept based on the customer’s requirements, consult with experts in the specialist departments and, depending on where the respective customer is located, with our colleagues at our more than 25 subsidiaries worldwide. I also do some initial price costing at this stage.

2. Present

Then, I get right down to business: I present the service offer to our customer and answer their questions, demonstrating why our solution perfectly fits their requirements.

3. Negotiate

In the final step, I lead the contract negotiations to sort out the details of the service offer. I act as intermediary between the customer, the international subsidiaries, the suppliers and our internal specialist departments. My goals are clear: provide an excellent service solution, meet the customer’s expectations and conclude the contract successfully.

What are the requirements for this job in terms of education, previous knowledge and interests?

Martin: From an educational perspective, you should either have a university degree (with a major in tech, economics or law) or have graduated from a secondary technical or business school and have a few years of relevant work experience.

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For the job of Service Level Manager, a persuasive and sales-oriented demeanor is a must, because you’ll need to create and present service concepts and to find the common ground for the different requirements. Excellent communication skills are therefore essential to the position, including a good command of written and spoken German and English. If you are proficient in any further languages and have a passion for technology and software, you’re the perfect candidate.

What does an average day at work look like?

Anja: In this job, every day is different, which is exciting because I don’t always know what the day has in store for me.

My role as Service Level Manager involves processing complex topics systematically. I create customized service concepts step-by-step and always keep record of the deadlines. I’m very organized and love working with checklists and deadlines to accomplish my objectives in the most effective way. I’m also the go-to person for all parties involved: I bring everyone to the table and make sure to find the best solution for all parties.

Woman in a white blazer presents in front of a screen showing a partnership diagram and the words “Service means partnership.”

As Service Sales Manager, I’m not just working with our customers from my office; I also attend meetings with them in person. I travel for business about six times a year, which is a pleasant contrast to office work.

In your opinion, why does this job have good prospects for the future?

Martin: We look after more than 2,000 customers worldwide, all of whom require a service contract that is individually tailored to what they need. Whether for our customers who want to adapt or expand their existing system due to changing market conditions or for new customers who need to find the right service solution, we are always key players. Since there is always demand for service, the position of Service Level Manager definitely has good future prospects.

What do you like most about your job? And what challenges you?

Anja:

  • As I’ve already mentioned, I’m a well-organized person but I also enjoy variety in my day-to-day routine. My position allowing me to combine both is perfect for me.
  • Being able to work with great colleagues in Service Level Management is definitely a plus. We’re a diverse team with different backgrounds, such as law or economics. This brings different perspectives into our discussions, making them more insightful and interesting.
  • I like that KNAPP sponsors participation of their employees in various sporting events, such as Grazathlon and Businesslauf. I’m really into sports and give it my all when taking part in these events.

Martin:

  • Like Anja, I appreciate the multifaceted nature of my job. Our work days are anything but monotonous. The service offers we create are for customers from various sectors and different countries. This is why our project team is always different, depending on where the customer site is located and what the requirements are. This is challenging and exciting at the same time.
  • As Service Level Manager, you’re encouraged to think outside the box and be creative. You obviously work within a defined frame but you get to make many decisions independently.
  • I get a real kick every time we’ve negotiated a contract successfully. Sometimes getting everyone on board with a solution goes very quickly, sometimes the process is rather lengthy, but one thing is certain: We will find a win-win solution that combines everybody’s requirements and satisfies all parties involved. It’s always a great feeling when the customer signs the contract because we found the perfect service solution for them.

Ready for a new challenge?

Are you looking for an exciting job with varied tasks that gives you sense of achievement, like the work Martin and Anja do? Now is the time to get a new professional start and join our team as Service Level Manager: Apply now!

New Dimensions of Knowledge

03:00 minutes reading time
Vanessa Weiss
Vanessa Weiss
International Customer Service
Junior Content &
Communications Manager
Just like our service products, the range of jobs in Customer Service is diverse. In our blog, Vanessa shows you how varied the jobs in Service really are and gives you an insight into the different roles.

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