Total 3 Manager computer security job vacancies in Customer Service category in Singapore

Moving into our Customer Service Team Lead role you will provide day-to-day management for the Customer Service Team in their respective region and be a friendly and efficient first point of contact for all visitors to our facilities.   

As our Customer Service Team Leader, you will also act as the first escalation point for all matters relating to the team, facility, service requests and incident management to ensure the highest standards of customer satisfaction are achieved. Championing this role, you will also be responsible for managing front of house relations across multiple sites.  

• Working location: Sydney
• Working arrangement: Onsite, Monday to Friday, 8am to 4pm or 7am to 3pm

Some of the tasks you’ll be responsible for:  

• First-line people management across multiple sites – regular 1:1s, constructive feedback, identifying and resolving any performance issues, performance reviews, etc.   
• Manage last minute shift changes, sourcing solutions to cover unplanned leave    
• Ensuring adequate resourcing of staff, manage leave requests and design and manage the staff roster   
• Managing front of house across multiple sites   
• Acting as the first point of escalation for your team, providing efficient and effective resolution to issues    
• Continuous improvement reviews for processes and best practices.  

A PURPOSE

The Service Delivery Assistant Manager is responsible for leading day-to-day service delivery operations across managed services and project support engagements within the Digital Services & Innovation (DSI) department. This role serves as the primary escalation point for client service issues, ensuring contractual SLAs are met, operational risks are managed, and client satisfaction is consistently maintained at a high level.

The incumbent works closely with delivery teams, solution owners, and internal stakeholders to stabilise operations, drive continuous improvement, and support the scaling of DSI’s managed and recurring service offerings.

B KEY RESPONSIBILITIES

1. Service Delivery & Operations

• Lead and oversee day-to-day service delivery operations across managed services, support contracts, and post-project operational handover.

• Ensure delivery performance aligns with agreed SLAs, KPIs, OLAs, and contractual obligations.

• Coordinate delivery activities across internal teams (engineering, support, project teams, vendors) to ensure seamless execution.

• Proactively identify service risks, resource constraints, and delivery bottlenecks, and implement mitigation actions.

2. Client Escalation Management

• Act as the primary escalation point for client delivery, service quality, and operational issues.

• Manage high-impact incidents, service breaches, and critical escalations with clear communication and structured resolution plans.

• Conduct root-cause analysis (RCA) for recurring or major service issues and drive corrective and preventive actions.

• Maintain executive-level communication with clients during escalations where required.

3. People Service Governance & Performance Management

• Track, analyse, and report service performance metrics to the Senior Manager, Client Delivery & Support.

• Lead service review meetings (monthly/quarterly) with clients, including SLA reporting, incident trends, and improvement initiatives.

• Ensure service documentation, runbooks, escalation matrices, and support processes are maintained and up to date.

• Support audits, compliance checks, and governance requirements relevant to service delivery.

4. Stakeholder & Cross-Functional Collaboration

• Work closely with Project Managers to ensure smooth transition from project delivery to steady-state operations.

• Collaborate with Product, Solutions, and Platform teams to align service capabilities with evolving offerings.

• Partner with Finance and Commercial teams on service costing, effort tracking, and contract compliance.

• Support pre-sales and bid activities by providing delivery input, risk assessments, and operational

5. Continuous Improvement & Service Maturity

• Drive continuous service improvement initiatives to enhance efficiency, stability, and customer experience.

• Support standardisation of service delivery frameworks, tools, and reporting across DSI.

• Contribute to the development and scaling of managed service operating models as DSI grows.

• Mentor junior service delivery or operations staff and promote a strong service culture.

C REQUIREMENTS

Qualifications

Certificate, Diploma or bachelor’s degree in information technology, Engineering, Computer Science, or related fields.

Experience

• Minimum 5 years of experience in IT service delivery, managed services, or operations management.

• Proven experience handling client escalations and managing SLA-driven environments.

• Strong understanding of IT service management concepts (incident, problem, change, and service level management).

• Experience working in system integrator (SI), managed services provider (MSP), or enterprise IT environments.

Skills & Competencies

• ITIL Foundation or higher certification.

• Experience supporting cloud, infrastructure, workplace, or enterprise application services.

• Familiarity with service management tools (e.g., ticketing, monitoring, SLA reporting platforms).

• Strong analytical, communication, and stakeholder management skills.

• Ability to operate calmly and decisively under pressure.

• Strong sense of ownership and accountability for service outcomes.

• Client-centric mindset with a focus on long-term relationship management.

• Structured problem-solver with attention to detail.

• Confident communicator across technical and non-technical audiences.

• Collaborative leader who can influence without direct authority.

Pre-requisition
Bachelor Degree in Computer Science, Computer Engineering or related discipline
>8 years work experience in IT service delivery with min 3 years in cloud operations
Able to demonstrate strong leadership, excellent communication, and strong analytical skills to attend to detail.
Experience in managing enterprise clients and cross-functional teams.

Job Description:

Leadership & Strategy
Act as the Service Director's delegate when required, overseeing team priorities and strategic initiatives.
Drive cloud and service adoption strategies, aligning with business goals and customer needs.
Lead post-delivery operations including contract renewals, asset tracking, and maintenance reporting.

Cloud Service Delivery & Operations
Responsible for the delivery and operations of Broadcom VMware Private Cloud services, ensuring SLA compliance and system reliability.
Manage escalations and Severity 1 incidents, coordinating with internal teams and communicating with customers and stakeholders.
Monitor cloud infrastructure performance and proactively identify areas for optimization and automation.

Customer & Stakeholder Engagement
Serve as the primary escalation point for service issues and customer complaints.
Ensure transparent communication with customers throughout the escalation and resolution process.
Present monthly SLA summaries and service performance reports to clients.
Process Excellence & ITIL Adoption
Champion ITIL processes (Incident, Problem, Change) and guide the operations team in adoption and compliance.
Identify and implement process improvements and tool enhancements to support service delivery.

Reporting & Governance
Prepare and present performance reports, improvement plans, and compliance metrics.
Oversee vendor management and ensure adherence to contractual obligations.
Collaborate with Infrastructure, Engineering, and Application teams to align service delivery with business needs.

Availability & Support
Provide on-call support for critical systems and networks.
Maintain disaster recovery readiness and ensure security and compliance across cloud environments (as required)

Technical Skill Sets:
Cloud platforms AWS, Azure, GCP, Broadcom VMware Private Cloud
Certification ITIL Foundation
Good understanding of Cloud Governance and DevOps practices