Total 3 Manager level Customer Service / Call Centre job vacancies

Role Summary

The Client Delivery Manager (CDM) isresponsible for end-to-end service delivery governance across globalinfrastructure, cloud, network, unified communications, and cybersecurityenvironments. The role ensures contractual SLA/KPI achievement, operationalexcellence, financial governance, stakeholder satisfaction, and continuous serviceimprovement.

The CDM acts as the primary interface betweenclient stakeholders, executive leadership, managed service partners, andcross-functional technical teams, ensuring seamless service operations alignedto business objectives.

Key Responsibilities

1. End-to-End ServiceDelivery Ownership

Own overall service delivery for enterpriseinfrastructure covering:

·        Cloudplatforms (Azure, AWS)

·        Network(LAN/WAN, SD-WAN, firewalls, routing, switching)

·        Security(SASE, FWaaS, ZPA, ZIA, PAM, SIEM)

·        UnifiedCommunications (Cisco, Avaya, Microsoft Teams)

·        Ensurealignment with contractual commitments, SLAs, OLAs, KPIs, and regulatorystandards.

·        Driveservice reliability, performance optimization, and operational resilience.

2. Client &Executive Stakeholder Management

Serve as primary escalation point for majorincidents and delivery risks.

Conduct:

·        MonthlyService Reviews (MSR)

·        QuarterlyBusiness Reviews (QBR)

·        Translatetechnical metrics into executive-level business insights.

·        Buildtrusted relationships with C-level stakeholders and business leaders.

·        Managecustomer satisfaction and long-term strategic partnerships.

3. Governance, Risk& Compliance

Lead service governance framework acrossglobal multi-region operations.

Own Major Incident Management and chair RCA(Root Cause Analysis) reviews.

Drive proactive risk mitigation and servicecontinuity strategies.

Ensure adherence to cybersecurity frameworkssuch as:

·        NIST

·        ISO27001

·        SOC2

·        PCI-DSS

·        MITREATT&CK

·        Ensurecompliance with audit, security, and regulatory requirements.

4. Financial & Commercial Management

Manage service financials including:

·        Budgeting& forecasting

·        OPEX/CAPEXgovernance

·        Vendorcost optimization

·        Resourcecapacity planning

·        Collaboratewith procurement for contract optimization and commercial improvements.

·        Trackfinancial utilization and profitability of managed services.

5.Vendor & Managed Services Governance

Govern third-party vendors and global serviceproviders.

Implement vendor scorecards and performancebenchmarking.

Conduct contractual compliance reviews.

Ensure accountability and continuous serviceimprovement from partners.

6. OperationalExcellence & Continuous Improvement

Lead Continuous Service Improvement (CSI)initiatives.

Drive automation, monitoring enhancements, andservice health dashboards.

Improve SLA performance and reduce incidentrecurrence.

Optimize operational runbooks and SOPstandardization.

7. Team Leadership& Delivery Management

Lead cross-functional global delivery teamsacross APAC/EMEA/Global regions.

Oversee 24×7 operational support models.

Mentor delivery leads and technical engineers.

Foster high-performance culture andaccountability across teams.

RequiredQualifications

12–15+ years of experience in ITInfrastructure, Network, Cloud, and Security delivery.

5+ years in Service Delivery / Client Delivery/ Infrastructure Leadership roles.

PreferredCertifications

·        CISSP

·        CCIE/ CCNP Enterprise

·        ITILFoundation (or higher)

·        Azure(AZ-700 or equivalent)

·        VMware/ Checkpoint / CEH (advantageous)

Technical Expertise

·        Cloud,Microsoft Azure,AWS

·        Network& Security

·        Cisco(FMC, Prime, UCC)

·        PaloAlto, Checkpoint

·        SASE,FWaaS, ZPA, ZIA

·        CyberArk(PAM)

·        SIEMtools (QRadar)

·        Vulnerabilitytools (Nessus, Qualys, CrowdStrike)

·        Monitoring& Management

·        SolarWinds

·        LogicMonitor

·        ManageEngine

·        WhatsUpGold

·        FortiManager/ Panorama

·        UnifiedCommunications

·        CiscoCollaboration

·        Avaya

·        IPCTurret Technologies

Key Competencies

·        Executivecommunication & stakeholder influence

·        Crisis& escalation management

·        Strategicthinking & delivery governance

·        Financialacumen & cost optimization

·        Riskmanagement & service continuity planning

·        Cross-functionalteam leadership

·        Customer-centricmindset

Who We Are

Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world. 

What We Offer

Location:

Singapore,SGP

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more. 

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits. 

Job Description

Key Responsibilities

Forecasts financial, manpower, and operational requirements for key businesses (start up, warranty, service agreements, paid service). Identifies and pursues service agreement business in conjunction with marketing and sales.

Manages start ups in terms of time and cost requirements. Manages local inventories and RMA procedure. Maintains DSO according to goal. Manages systems start up and warranty cost under reserve.

Ensures customer satisfaction with Company service and system performance.

Interviews, hires, and trains customer engineers as necessary to support regional business

Ensures employee satisfaction through:

- communication of business progress and all related action.

- setting goals and controlling achievements.

- establishing training and career development plans.

Ensures the appropriate safety practices among customer engineers. Develop CE skills. Spots and develops managerial/other specialist talent.

Escalates system downs according to valid escalation procedure, to ensure earliest possible return to service. Reports in a timely and accurate manner as required.

Achieves guaranteed up time and other parameters as sold to customers

Promotes quality improvement processes to:

- reduce cycle time

- drive continuous improvement of technical performance 

- empower the work force.  Responsible for following departmental procedures to safeguard the health, safety and welfare of themselves and those around them who may be affected by their acts or omissions

Functional Knowledge

• Demonstrates comprehensive understanding of concepts and principles within own job family and knowledge of other related job families

Business Expertise

• Applies in-depth understanding of how own discipline integrates within the segment/function 

Leadership

• Manages multiple related teams, sets organizational priorities and allocates resources 

Problem Solving

• Identifies and resolves complex technical, operational and organizational problems 

Impact

• Impacts the business results of a team or area by supporting and funding of projects, products, services and/or technologies and developing policies and plans

• Guided by business unit, department or sub-functional business plans

Interpersonal Skills

• Influences others internally and externally, including senior management

Position requires understanding of Applied Materials global Standards of Business Conduct and compliance with these standards at all times. This includes demonstrating the highest level of ethical conduct reflecting Applied Materials' core values.

Additional Information

Time Type:

Full time

Applied Materials is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

Role Overview

The Service Delivery Manager (SDM) is accountable for the end-to-end governance, delivery, and continual improvement of managed IT services across both underlay and overlay environments (network, infrastructure, cloud, and security). The SDM ensures operational excellence through disciplined process management, proactive stakeholder engagement, and alignment with ITIL, ISO, and customer governance standards.

The SDM plays a dual role, strategic partner to the customer and operational leader to internal teams driving performance, compliance, and continuous service maturity.

Key Responsibilities:

Service Delivery & Operational Excellence

• Lead and oversee day-to-day operations across all managed services (Cloud, Network, Systems, Security, and Applications).
• Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability and data-driven performance reviews.
• Maintain service continuity and incident response readiness, including after-hours escalation management.
• Conduct post-incident reviews (PIRs), ensuring lessons learned and RCA findings translate into sustainable corrective actions.
• Champion service improvement initiatives (e.g., automation, observability dashboards, and event correlation tuning).

ITIL Governance, Risk & Compliance

• Implement and govern all ITIL process pillars — Incident, Request, Problem, Change, Knowledge, and Asset Management.
• Own the operational governance framework, including SOPs, escalation matrices, RACI charts, and service catalog alignment.
• Lead weekly/monthly governance cadences (SLA review, backlog health, change risk review, vulnerability remediation).
• Ensure compliance with GovTech OCP/ORA policies, ISO 20000/27001, and internal audit controls.
• Identify operational risks and compliance gaps, drive mitigation, and track closure with stakeholders.
• Partner with cybersecurity and compliance teams on access control, privileged account, and break-glass governance.

Stakeholder & Customer Management

• Act as the primary customer interface and trusted advisor, ensuring clear communication and stakeholder satisfaction.
• Conduct monthly and quarterly business reviews (MBR/QBR), presenting operational insights, trends, and risk posture.
• Manage multi-agency or multi-stakeholder relationships, balancing priorities and ensuring unified service outcomes.
• Coordinate with third-party vendors and internal towers (NOC, SOC, CloudOps, Network, DBA) for integrated service management.
• Drive proactive engagement and feedback loops, ensuring alignment with evolving business and compliance requirements.

Operational Support & Coordination

• Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization.
• Ensure incident prioritization and escalation discipline, enforcing communication templates and real-time updates.
• Manage major incidents and DR scenarios, ensuring structured response, timeline documentation, and customer assurance.
• Govern change control lifecycle, ensuring risk assessment, CAB participation, and proper rollback validation.
• Ensure operational readiness for new deployments (Day-1 to Day-2 transition, hyper-care, acceptance testing).

Reporting, Metrics, and Compliance

• Produce monthly performance reports and dashboards detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
• Track and analyze trending data to identify recurrent issues and propose automation or process improvements.
• Present governance scorecards and risk registers to both internal leadership and customer stakeholders.
• Leverage data from ServiceNow / ITSM platforms, CloudWatch, Grafana, and Zabbix for real-time health visibility.

People & Resource Management

• Manage and mentor shared pools of engineers (L1–L3) across multiple service domains.
• Oversee workload allocation, shift rosters, and on-call readiness, ensuring 24×7 coverage and staff well-being.
• Lead performance reviews, coaching plans, and skill development, aligning to service needs and ITIL maturity goals.
• Support hiring, onboarding, and succession planning to maintain operational stability.

Strategic Service Improvement & Transformation

• Lead service transformation initiatives, aligning operations to cloud-native and automation-first models.
• Collaborate with solution architects and PMO to ensure smooth service transition and continual improvement.
• Drive efficiency gains through SOP refinement, AI-Ops, automation, and proactive monitoring adoption.
• Support leadership in developing innovation roadmaps and service maturity frameworks.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 5–8 years of experience in service delivery, operations, or IT service management, with at least 3 years in a cloud or managed services environment.
• Proven experience managing multi-agency or multi-customer clusters with shared operational teams

Technical Expertise:

• Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
• Proficient in ITIL v4 processes and governance; ITIL certification preferred.
• Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
• Familiarity with cloud monitoring platforms (e.g., CloudWatch, Azure Monitor, Zabbix, Grafana).
• Experience in change control, incident RCA, and problem management.
• Working knowledge of compliance standards (ISO27001, ITSM audit, or GovTech OCP/ORA).

Soft Skills:

• Strong leadership and communication skills with the ability to influence cross-functional teams.
• Excellent stakeholder engagement and customer relationship management.
• Analytical mindset with a continuous improvement and risk mitigation focus.
• Ability to manage multiple priorities in a fast-paced environment.