Service Delivery Manager

Full-time (40)

Springtime Technologies is a provider of AI-based cloud solutions for accounts payable automation serving multi-national companies in the manufacturing, pharmaceutical and chemical industries. We enable our customers to automate the incoming invoice process on a global scale. More than 100,000 business users in 70 countries use our cloud software already. The company was founded in 2004 by a team of AI experts and has offices in Germany, Austria, and the Philippines.

We are looking for an experienced Service Delivery Manager for our team in Manila to provide an excellent service to our customer’s global AP processes.

Your tasks

  • Ensuring the efficient and effective operation of the Service Center
  • Accountable that the Service Center meets the internal and external SLAs
  • Constant monitoring and analysis of the operating environment, timely re-adjustment of the operations
  • Ensure backup availability & coverage
  • Optimal staffing and training of the Service Center and supervision of the work
  • Promoting personal and professional development of staff in order to continuously improve the quality of work and stimulate their individual and collective growth
  • Monitor and constantly work on the automation of the Service Center activities
  • Manage escalations and handle incidents
  • Internal and external information and communication management
  • Elaboration and implementation of strategies for the development and improvement of the service center and the services
  • Provide real-time monitoring and workforce management techniques to allocate and maximize resource efficiency and achieve service level goals and SLA’s
  • Perform continual analysis of current performance and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals or business objectives for a multi-site operation
  • Acts as Workforce Management liaison with internal and external site operations including home-based associates
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Cooperation with the key contacts of our clients on continuous service improvement

Your profile

  • Accounting, finance, tax or economics degree
  • Accounts payable skills experience
  • Experience in handling 10 – 20 employees
  • Fluent in English in written and verbal communication
  • Any additional language skills like Japanese, Chinese, Thai, European languages etc. are a plus
  • You have strong communication and interpersonal skills
  • You demonstrate competency in dealing with all levels of employees or management and building strong relationships with teams and all organizational customers
  • You demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
  • You must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value

  • Modern office
  • Cutting-edge technologies
  • Flat hierarchies
  • International customers

We'd love to hear from you!

Nora Casari

Human Resources

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