Service Manager
3 weeks ago
Location Noida Berger Tower India Thales people architect identity management and data protection solutions at the heart of digital security Business and governments rely on us to bring trust to the billons of digital interactions they have with people Our technologies and services help banks exchange funds people cross borders energy become smarter and much more More than 30 000 organizations already rely on us to verify the identities of people and things grant access to digital services analyze vast quantities of information and encrypt data to make the connected world more secure Present in India since 1953 Thales is headquartered in Noida Uttar Pradesh and has operational offices and sites spread across Bengaluru Delhi Gurugram Hyderabad Mumbai Pune among others Over 1800 employees are working with Thales and its joint ventures in India Since the beginning Thales has been playing an essential role in India s growth story by sharing its technologies and expertise in Defence Transport Aerospace and Digital Identity and Security markets Main Responsibilities Act as primary interface to the customer for all aspects related to the operational service Understand customer business model and trends periodicity and priorities to anticipate the capacity requirements Follow-up customer activity linked to the Service provide including incident problem and change management Take the ownership of the signed service contract and ensure all agreements and local compliances are documented and followed Gather and maintain up-to-date customer information ex confluence ServiceNow Ensure procedures comply with regulations per customer specifications of export of data or security rules Deliver reports and KPI s to the customers as per the agreed schedule Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately Organize Monthly Quarterly Service reviews with customer to review service performance incidents KPIs actions and propose improvements Send and follow-up regular satisfaction surveys to customer Requirements Bachelor s Degree in Systems Engineer Computer Science or related areas Experience in the Identity and Access Management implementations and modern authentication methods Relevant previous experience as support or delivery engineers and experience as service manager Strong customer facing skills including crisis management assertive communication both written and orally At Thales we provide CAREERS and not only jobs With Thales employing 80 000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad in their existing areas of expertise or by branching out into new fields Together we believe that embracing flexibility is a smarter way of working Great journeys start here apply now
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