Total 9 Manager process engineer job vacancies in Customer Service category

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.

We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

1. Service Delivery Management

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
  
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
  
• Lead incident, problem, change, and service request management in line with ITIL best practices.
  
• Act as the primary escalation point for service delivery issues and client concerns.
  
• Conduct regular service reviews, performance reporting, and stakeholder updates.
  
• Oversee resource and capacity management to meet current and forecasted demand.
  

2. Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
  
• Perform root cause analysis (RCA) on recurring incidents and service failures.
  
• Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
  
• Recommend and prioritize process improvement initiatives based on impact and risk.
  

3. Process Mapping & Documentation

• Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
  
• Define process workflows, RACI models, controls, KPIs, and handover points.
  
• Maintain SOPs, runbooks, work instructions, and governance documentation.
  
• Ensure documentation supports audit readiness and operational consistency.
  

4. Continual Service Improvement (CSI)

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
  
• Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
  
• Track improvement actions, benefits realization, and measurable outcomes.
  
• Embed a culture of continuous improvement across service delivery teams.
  

5. Automation & Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.
  
• Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
  
• Support creation of dashboards and metrics for service performance and process health.
  
• Improve service efficiency through tooling optimization and data-driven insights.
  

6. Governance, Risk & Compliance

Ensure service delivery and processes comply with:

o ISO 9001 (Quality Management Systems)

o ISO/IEC 20000 (IT Service Management)

Support internal audits, external audits, and compliance assessments.

Identify service risks and implement mitigation and control measures.

Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.

Have knowledge of Government IM8 Security standard and policy practice

7. Stakeholder & Client Management

• Act as the single point of contact for clients and internal stakeholders on service matters.
  
• Translate technical and operational issues into business-focused insights.
  
• Partner with leadership to align service delivery and improvement initiatives with business objectives

Job Duties

• Under broad direction, supervises assigned staff for Pipeline and Process Services (PSL) within a Natural Work Area (NWA) (District/Location).
• Supervises employees engaged in delivery of the PSL's services and products.
• Leads employee behaviour and role-based competency by mentoring and developing to achieve excellence in PSL Service Quality and HSE performance.
• Assists the Field Service Quality Coordinator (FSQC) in Progressive Discipline for non-performing personnel. Completes performance evaluations of assigned staff under the direction of the FSQC. . Champions Process Improvement Initiatives (PII) within assigned Natural Work Area (NWA) (district/location).
• Champions Halliburton and Customer Health, Safety and Environmental (HSE). Engages employees in PII and all other PSL initiatives in the field. Assists in the implementation of new technology.
• Evaluates service quality within assigned NWA (district/location) with the goal of improving performance.
• Provides technical expertise and solutions to the customer.
• Performs follow-up activities regarding job performance.
• Job tasks, correctly performed, impact directly on cost containment, efficiency, and profitability of operations.

Requirement

• 5 years PSL experience.
• Must possess exceptional skills within the service line and a general understanding of other service functions.
• Given the nature of oil field service work, the ability to communicate effectively with others is necessary.
• Promotes safety awareness and environmental consciousness. Ensures compliance with Health, Safety, and Environmental (HSE) standards, practices and guidelines.
• Must possess or be capable of obtaining relevant offshore certificates in specific locations.

Qualification
Diploma

Empower Australia’s Payments Future with Cuscal 

Ever tapped your phone to buy a morning coffee, or made a purchase from your favourite online store? Chances are, we’ve made it happen.    

At Cuscal, we’ve been at the forefront of payments innovation for almost 60 years, enabling seamless, secure solutions that millions of Australians rely on every day. From launching Australia’s first ATM to being the first certified Australian fast payments Payer and Initiator in 2022, we’ve always pushed boundaries — and we’re not stopping now.   

We are a listed public company (ASX:CCL) with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.   

In December 2025, Cuscal expanded its scale and capability through the acquisition of Indue, bringing together two established Australian payments providers with deep roots in the mutual and broader financial services sector. The combination strengthens our B2B focus, broadens our payments and regulated data services offering, and increases our ability to support banks, fintechs and corporates with resilient, secure and future‑ready solutions 

We are looking for a Customer Experience & Process Optimisation Manager  to join our Client, Growth & Strategy Team, supporting our Contact Centre in enterprise initiatives, audits, and transformation programs. 

The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation. The role owns customer experience design by leading business analysis and process improvement capability, owning workforce planning, reporting, telephony optimisation, and driving consistent operational standards across the contact centre. Responsibilities for the role sitting across 4 key areas 

1) Customer Experience & Process Optimisation

• Analyse, map, and redesign client and customer-facing processes to reduce friction and improve service delivery outcomes 

• Develop and maintain end‑to‑end customer journey maps to identify and address pain points across all contact centre touchpoints 

• Translate customer, client, and team feedback, complaints, sentiment analysis, and client effort scores into actionable insights 

2) Workforce Planning & Performance Management 

• Own workforce planning across forecasting, scheduling, and resourcing to support service demand and efficiency targets 

• Provide specialist advice to Fraud Operations leadership on workforce planning and capacity management 

3) Operational Improvement & Change Delivery 

• Maintain and support the Contact Centre Improvement Program, including prioritisation and progress tracking   

• Identify operational inefficiencies across workflows and workforce models and design targeted improvement initiatives  

• Define and implement structured process optimisation approaches across manual and automated processes 

• Document, execute, and track process improvement plans through to measurable benefit realisation  

• Deliver regular operational performance reporting against SLAs with clear insights, trends, and recommendations tailored to audience needs 

4) Technology, Telephony & Automation 

• Lead operational ownership of contact centre telephony tools, ensuring configuration and performance  

• Develop and maintain telephony design, flow, and call routing documentation 

• Identify and support automation and technology initiatives that improve efficiency and fraud outcomes.  

• Contribute to future technology investment planning and business continuity planning for contact centre platforms 

About You 
You bring hands-on experience improving contact centre customer experience and operational performance, with strong capability across process design, workforce planning, and performance reporting. You are comfortable owning complex contact centre initiatives end to end, working with Fraud Operations, technology teams, and senior leaders to deliver measurable service, efficiency, and fraud outcomes.

• Extensive experience working within contact centres, multichannel operations, Financial services or similar fast paced and ever evolving environment. 

• Sound knowledge of business process modelling and workflow documentation 

• Proven experience in project and change management analysis, data performance and or business analysis, process improvement, or data analysis. 

• Strong analytical skills, quickly understanding complex concepts and translating them into actionable insights 

• Proficiency in Microsoft Office Suite, JIRA, Confluence, and data visualisation tools

Why Cuscal?    

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.    

Next Step    

If you’re excited to join a company that’s shaping the future of how Australia moves money, we’d love to hear from you.  Apply now and let’s explore who you are, what drives you and how you can contribute to our vision for the future.    

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process. We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.      

 Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

Job Description:

• Provide guidance, coaching, and leadership to the maintenance sales team, fostering a collaborative and motivated environment.

• Collaborate with senior management to develop and execute effective sales strategies, including identifying target markets, setting sales goals, and defining sales tactics.

• Build and maintain strong relationships with key clients, addressing their needs, identifying opportunities for upselling or cross-selling, and ensuring client satisfaction.

• Lead efforts to identify and pursue new business opportunities, expanding the company’s client base and market presence in the maintenance sector.

• Manage the entire sales process, from lead generation and qualification to proposal development, negotiation, and contract signing.

• Track and analyze sales performance, pipeline progression, and key performance indicators (KPIs), providing regular reports to senior management.

• Collaborate with the sales team to create compelling and tailored proposals and presentations that effectively communicate the value of maintenance services.

• Stay updated with industry trends, market developments, and competitor activities to adjust sales strategies and stay competitive.

• Engage directly with clients to understand their needs, present solutions, and address inquiries, building trust and long-term relationships.

• Collaborate with internal departments, such as technical teams, operations, and marketing to ensure seamless project execution and customer satisfaction.

• Assist in the development and management of sales budgets, forecasting revenue projections, and managing expenses.

• Develop training programs to enhance the sales team’s product knowledge, sales techniques, and customer relationship skills.

• Represent the company at industry events, conferences, and trade shows to promote services and establish new contacts.

• Conduct regular performance evaluations of sales team members, providing constructive feedback and identifying areas for improvement.

• Continuously evaluate and refine sales processes, strategies, and customer engagement approaches to drive efficiency and effectiveness.

• Any adhoc duties as assigned by HOD

Job Requirements:

• Degree / Diploma in Mechanical Engineering

• Experience in ACMV or HVAC systems is advantage

• Possessed strong sales skills including prospecting, lead generation, negotiation, and closing deals. Effectively communicate the value proposition of maintenance contracts to meet client needs.

• Skilled in networking, rapport-building, and customer relationship management. Build and maintain strong relationships with clients, contractors, and other stakeholders is crucial.

• Excellent communication skills, both verbal and written, are necessary for interacting with clients, contractors, and other stakeholders.

• Ability to analyze complex maintenance issues, identify root causes, and develop effective solutions is crucial. Troubleshoot problems efficiently and make sound decisions under pressure.

• Diven by results and able to meet or exceed sales targets. Demonstrated ability to achieve sales quotas and grow revenue streams is highly valued.

Working hours:

Mon to Fri, 8:30am to 6pm

We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management in line with ITIL best practices.
• Act as the primary escalation point for service delivery issues and client concerns.
• Conduct regular service reviews, performance reporting, and stakeholder updates.
• Oversee resource and capacity management to meet current and forecasted demand.

Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
• Perform root cause analysis (RCA) on recurring incidents and service failures.
• Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
• Recommend and prioritize process improvement initiatives based on impact and risk.

Process Mapping & Documentation

• Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
• Define process workflows, RACI models, controls, KPIs, and handover points.
• Maintain SOPs, runbooks, work instructions, and governance documentation.
• Ensure documentation supports audit readiness and operational consistency.

Continual Service Improvement (CSI)

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
• Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
• Track improvement actions, benefits realization, and measurable outcomes.

Automation & Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.
• Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
• Support creation of dashboards and metrics for service performance and process health.
• Improve service efficiency through tooling optimization and data-driven insights.

Governance, Risk & Compliance

• Ensure service delivery and processes comply with:
• - ISO 9001 (Quality Management Systems)
• - ISO/IEC 20000 (IT Service Management)
• Support internal audits, external audits, and compliance assessments.
• Identify service risks and implement mitigation and control measures.
• Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.
• Have knowledge of Government IM8 Security standard and policy practice

Stakeholder & Client Management

• Act as the single point of contact for clients and internal stakeholders on service matters.
• Translate technical and operational issues into business-focused insights.
• Partner with leadership to align service delivery and improvement initiatives with business objectives.

Job Description:

• Provide guidance, coaching, and leadership to the maintenance sales team, fostering a collaborative and motivated environment.

• Collaborate with senior management to develop and execute effective sales strategies, including identifying target markets, setting sales goals, and defining sales tactics.

• Build and maintain strong relationships with key clients, addressing their needs, identifying opportunities for upselling or cross-selling, and ensuring client satisfaction.

• Lead efforts to identify and pursue new business opportunities, expanding the company’s client base and market presence in the maintenance sector.

• Manage the entire sales process, from lead generation and qualification to proposal development, negotiation, and contract signing.

• Track and analyze sales performance, pipeline progression, and key performance indicators (KPIs), providing regular reports to senior management.

• Collaborate with the sales team to create compelling and tailored proposals and presentations that effectively communicate the value of maintenance services.

• Stay updated with industry trends, market developments, and competitor activities to adjust sales strategies and stay competitive.

• Engage directly with clients to understand their needs, present solutions, and address inquiries, building trust and long-term relationships.

• Collaborate with internal departments, such as technical teams, operations, and marketing to ensure seamless project execution and customer satisfaction.

• Assist in the development and management of sales budgets, forecasting revenue projections, and managing expenses.

• Develop training programs to enhance the sales team’s product knowledge, sales techniques, and customer relationship skills.

• Represent the company at industry events, conferences, and trade shows to promote services and establish new contacts.

• Conduct regular performance evaluations of sales team members, providing constructive feedback and identifying areas for improvement.

• Continuously evaluate and refine sales processes, strategies, and customer engagement approaches to drive efficiency and effectiveness.

• Any adhoc duties as assigned by HOD

Job Requirements:

• Degree / Diploma in Mechanical Engineering

• Experience in ACMV or HVAC systems is advantage

• Possessed strong sales skills including prospecting, lead generation, negotiation, and closing deals. Effectively communicate the value proposition of maintenance contracts to meet client needs.

• Skilled in networking, rapport-building, and customer relationship management. Build and maintain strong relationships with clients, contractors, and other stakeholders is crucial.

• Excellent communication skills, both verbal and written, are necessary for interacting with clients, contractors, and other stakeholders.

• Ability to analyze complex maintenance issues, identify root causes, and develop effective solutions is crucial. Troubleshoot problems efficiently and make sound decisions under pressure.

• Diven by results and able to meet or exceed sales targets. Demonstrated ability to achieve sales quotas and grow revenue streams is highly valued.

Working hours:

Mon to Fri, 8:30am to 6pm

We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management in line with ITIL best practices.
• Act as the primary escalation point for service delivery issues and client concerns.
• Conduct regular service reviews, performance reporting, and stakeholder updates.
• Oversee resource and capacity management to meet current and forecasted demand.

Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
• Perform root cause analysis (RCA) on recurring incidents and service failures.
• Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
• Recommend and prioritize process improvement initiatives based on impact and risk.

Process Mapping & Documentation

• Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
• Define process workflows, RACI models, controls, KPIs, and handover points.
• Maintain SOPs, runbooks, work instructions, and governance documentation.
• Ensure documentation supports audit readiness and operational consistency.

Continual Service Improvement (CSI)

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
• Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
• Track improvement actions, benefits realization, and measurable outcomes.

Automation & Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.
• Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
• Support creation of dashboards and metrics for service performance and process health.
• Improve service efficiency through tooling optimization and data-driven insights.

Governance, Risk & Compliance

• Ensure service delivery and processes comply with:
• - ISO 9001 (Quality Management Systems)
• - ISO/IEC 20000 (IT Service Management)
• Support internal audits, external audits, and compliance assessments.
• Identify service risks and implement mitigation and control measures.
• Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.
• Have knowledge of Government IM8 Security standard and policy practice

Stakeholder & Client Management

• Act as the single point of contact for clients and internal stakeholders on service matters.
• Translate technical and operational issues into business-focused insights.
• Partner with leadership to align service delivery and improvement initiatives with business objectives.

Job Description:

• Provide guidance, coaching, and leadership to the maintenance sales team, fostering a collaborative and motivated environment.

• Collaborate with senior management to develop and execute effective sales strategies, including identifying target markets, setting sales goals, and defining sales tactics.

• Build and maintain strong relationships with key clients, addressing their needs, identifying opportunities for upselling or cross-selling, and ensuring client satisfaction.

• Lead efforts to identify and pursue new business opportunities, expanding the company’s client base and market presence in the maintenance sector.

• Manage the entire sales process, from lead generation and qualification to proposal development, negotiation, and contract signing.

• Track and analyze sales performance, pipeline progression, and key performance indicators (KPIs), providing regular reports to senior management.

• Collaborate with the sales team to create compelling and tailored proposals and presentations that effectively communicate the value of maintenance services.

• Stay updated with industry trends, market developments, and competitor activities to adjust sales strategies and stay competitive.

• Engage directly with clients to understand their needs, present solutions, and address inquiries, building trust and long-term relationships.

• Collaborate with internal departments, such as technical teams, operations, and marketing to ensure seamless project execution and customer satisfaction.

• Assist in the development and management of sales budgets, forecasting revenue projections, and managing expenses.

• Develop training programs to enhance the sales team’s product knowledge, sales techniques, and customer relationship skills.

• Represent the company at industry events, conferences, and trade shows to promote services and establish new contacts.

• Conduct regular performance evaluations of sales team members, providing constructive feedback and identifying areas for improvement.

• Continuously evaluate and refine sales processes, strategies, and customer engagement approaches to drive efficiency and effectiveness.

• Any adhoc duties as assigned by HOD

Job Requirements:

• Degree / Diploma in Mechanical Engineering

• Experience in ACMV or HVAC systems is advantage

• Possessed strong sales skills including prospecting, lead generation, negotiation, and closing deals. Effectively communicate the value proposition of maintenance contracts to meet client needs.

• Skilled in networking, rapport-building, and customer relationship management. Build and maintain strong relationships with clients, contractors, and other stakeholders is crucial.

• Excellent communication skills, both verbal and written, are necessary for interacting with clients, contractors, and other stakeholders.

• Ability to analyze complex maintenance issues, identify root causes, and develop effective solutions is crucial. Troubleshoot problems efficiently and make sound decisions under pressure.

• Diven by results and able to meet or exceed sales targets. Demonstrated ability to achieve sales quotas and grow revenue streams is highly valued.

Working hours:

Mon to Fri, 8:30am to 6pm