What Does a Service Delivery Manager Actually Do at KNAPP?

Communication is your superpower, the world of software your home, and solving technical challenges gives you a certain buzz. Are key figures interesting to you because you not only like to know what has happened but also the why behind it? If so, then the following interview will be right up your alley and by the way, we are currently looking for people to work with us on our Service Delivery Team. This link will get you straight to the job posts.

Seldin: As a direct contact for technical issues affecting our services, I am always communicating with our customers and regularly coordinating with them. My job includes processing technical inquiries, for example, as well as inquiries that relate to IT. Another central element of my work revolves around monitoring adherence to the Service Level Agreements. These are individually specified and describe the scope of services and the agreements we make with the customer. 

I am also responsible for the management of key figures. At least once a month, I provide our customers with a comprehensive report presenting numbers and analyses having to do with the different key performance indicators, the KPIs. These are specific key figures that the customer and I have defined together in advance. These are discussed in a review meeting where potential for optimization is also addressed. After this meeting, it’s my job to follow up on the list of the “to dos” that arise and to get these issues forwarded to the respective technical department in house.  

To give you an idea what this is all about, here is an example of a trend analysis pertaining to the development of incidents. To give you an idea: An incident is an unexpected event that might occur in a customer’s installation. 

Based on this analysis, I can find potential for optimization and help the customer to get the best out of their installation.  

Seldin: My day usually begins with coordination meetings with my customers. We call this the daily “stand up” in which we discuss any concerns and questions arising from the customer or analyze incidents that have happened. We add the necessary tasks from the meeting to the “to do” list. I am responsible for coordinating all the matters and I forward them to the responsible department for further handling.

As I mentioned, managing the key figures is a big part of my work every day. With the reports and management summaries that I make, my customers always have the numbers and facts at their fingertips. 

In summary, my everyday work involves a lot of variety, and there is always something new in store for me. With respect to our services, there is always something new to learn, which keeps my job as a Service Delivery Manager exciting. 

Seldin: Our customers are always being confronted with new challenges, because the market is not only growing rapidly, but also constantly changing. A logistics system must be adapted to whatever the market throws at it. This is exactly where my work as a Service Delivery Manager comes into play: I am the contact person for our customers who not only solves the technical inquiries but also analyzes processes and identifies where there is potential for optimization. 
I make an important contribution to helping keep our customers competitive.  

If this interview sounded interesting to you, we have good news. We are currently adding to our team. Get ready for new technical challenges and apply for the job of Service Delivery Manager at KNAPP. You can find the job post here.