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Thales

Customer Reliability Service Manager (CRSM)

Thales
Aerospace & DefenseSingaporeOnsitePosted 1 week ago
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About the role

AI summarised

The Customer Reliability Service Manager oversees delivery and performance of Thales cloud services, acting as the main liaison between customers and internal teams. They manage escalations, service contracts, reporting, and capacity planning to ensure SLA compliance and drive customer satisfaction.

Aerospace & DefenseOnsite

Key Responsibilities

  • Act as primary interface/escalation point for the customer on all aspects related to the consumed services
  • Manage 2nd level of escalation (1: CRE TL → 2: CRSM → 3: CRE Mgr) related to the provided services
  • Take ownership of the signed service contract and ensure all agreements are understood and documented
  • Manage execution of Service Catalog/Change Request items
  • Gather and maintain up-to-date customer information details on CRE side (e.g., Confluence, ServiceNow, CMDB)
  • Ensure all necessary details are transferred from Project to CRE team for transitioning from BUILD to RUN

Requirements

  • Bachelor's degree