Customer Reliability Service Manager (CRSM)

Location: Singapore, Singapore

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.

Position Summary

• In a world where the digital revolution is increasingly transforming our lives, Thales Pay end-to-end payment solutions are designed to empower everyday payments for everyone. Our products, services, and solutions make in-store, online, or in-app payments more seamless and secure. We do this at global scale, and our technology reaches billions of people and enables thousands of financial institutions while keeping payments personal, inclusive, and sustainable.

• The CRSM ensures that the Cloud Services sold to the customer are properly implemented and performing in compliance with the contract, the agreed SLA, and the applicable regulations. The CRSM works closely with CRE, CRE Team Lead, and CSM (Customer Success Management) teams to ensure that customers are experiencing the best performance from our Cloud Services according to our target to ensure service expansion and maximize business value.

• The CRSM acts as the primary interface between customers and internal teams to guarantee the highest standards of service performance and customer satisfaction.

• By proactively monitoring service delivery, identifying opportunities for service improvement, and driving issue resolution, the CRSM ensures that customers receive maximum business value from Thales Cloud Services. The CRSM also plays a key role in fostering positive long-term relationships, supporting service expansion, and contributing to customer growth and retention.

• The CRSM represents both the voice of Thales to the customer and the customer voice inside Thales to drive a customer-centric service approach and continuous improvement.

Main 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

• Manage sub-contracts or partners when specific to customer; contribute to SLA/OLA definition (customer or sub-contractor/partner)

• 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; own the SDVR process and ensure the necessary prerequisites are ready (SDVR checklist) before Production Acceptance and Go Live

• Participate in defining and organizing training of all parties (CRE teams, subcontractors, partners, etc.) involved with the provision of the services and ensure knowledge of the customer is maintained throughout the duration of the contract (track delivered training sessions)

• Participate in the definition of business metrics and KPIs for customers

• Review customer dashboards in accordance with engagement model and customer segmentation

• Analyze traffic patterns to identify potential service improvement or business growth

• Understand customer business model and trends, periodicity to anticipate capacity needs

• Provide customer capacity needs to CRE/SRE team to scale up/down service size accordingly

• Ensure issues are dealt with per the SLA and monitor issue escalation is managed appropriately

• Manage and share plan of actions with customers; respect ETA, commitments taken with customers, or any internal or external stakeholder

• Deliver reports and KPIs to customers as per the agreed schedule

• Ensure services are invoiced to customers as per the agreed schedule and billing model

• Manage RUN projects; follow up and report on financials

• Organize bi-weekly/monthly/quarterly service reviews with customers to review service performance, incidents, KPIs, actions, and propose improvements in accordance with engagement model and customer segmentation

• Contribute to monthly/quarterly service reviews with customers/partners by managing the service performance and incidents management details in accordance with engagement model and customer segmentation

• Contribute to internal monthly Steering Committees and regional monthly reviews

• Send and follow up regular satisfaction surveys to customers to measure CSAT and NPS

Additional Duties

• Follow up customer activity linked to our Cloud Services on social media or other communication channels (e.g., be aware of advertising campaigns, new offers)

• Involve successful and promoting customers as testimony/advocacy

• Collaborate with CRE, PO/SD to facilitate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs)

• Participate in pre-sales meetings with prospects to describe CRE service offering and track record

• Contribute to pre-sales knowledge base (FAQ) to shorten the sales cycle and capitalize on experience

Minimum Requirements: Skills, Experience & Education

• Bachelor's degree in Computer Science or relevant related field of study

• 3–5 years of experience in managed service operations or delivery

• Knowledge of ITIL and Service Delivery best practices

• Experience in direct cooperation with international customers

• Excellent interpersonal and communication skills

• Very good organizational and negotiation skills

Preferred Qualifications

• Master's degree in Computer Science

• ITIL certification

• Experience working in a cloud environment such as AWS

• Work in different time zones with customers and teams located in different areas

Special Position Requirements

• Occasional travel to meet with customers

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.