Service Quality Manager

JOB SUMMARY:

The Service Quality Manager is responsible for ensuring the highest level of service quality across GieseckeDevrients Mobile Security Digital Profile Factory (DPF) Datacenter and Delivery (D&D) organizations throughout the Americas region. This role ensures that digital factory outputs datacenter operations and cloud-based services consistently meet customer regulatory and contractual requirements across the full service lifecyclefrom design and deployment through live operations and continuous improvement.

The Service Quality Manager establishes quality standards drives workflow standardization and automation and collaborates with cross-functional teams to minimize errors risks and service interruptions. This position plays a critical role in monitoring service quality performance analyzing trends and implementing corrective and preventive actions to maintain high service standards and ensure reliable consistent delivery outcomes.

As the primary quality authority for digital operations services this role leads both preventive and detective quality assurance efforts manages service quality KPIs and drives continuous improvement initiatives across the Americas region. The position requires strong stakeholder collaboration analytical expertise and a proactive approach to quality management. Up to 10% travel may be required.

ESSENTIAL FUNCTIONS:

• Own and manage end-to-end service quality for Digital Operations across the Americas region
• Design implement and continuously improve preventive and detective service quality controls across digital factory datacenter and cloud operations
• Monitor service quality KPIs and drive corrective and preventive actions to ensure sustained service performance
• Lead regular service quality reviewsorQMS internal auditswith internal stakeholders within the Americas region
• Collaborate closely withoperationsteams to ensure operational readinesseffectivemanagement and risk mitigation
• Analyze service incidents and problems toidentifyroot causes systemic weaknesses and improvement actions
• Drive continuous improvement initiatives to enhance service reliability customer satisfaction and operational maturity

KNOWLEDGE SKILLS AND ABILITIES:

• Strong knowledge of quality and service management frameworks and methodologies (e.g. ISO standards Lean Six Sigma ITIL)
• Provenexpertisein root cause analysis and corrective/preventive action methodologies (e.g. CAPA 8D or equivalent)
• Ability to analyze incidents problems and trends toidentifysystemic quality risks and improvement opportunities
• Proficiencywith service and collaboration tools such as ServiceNow Jira Confluence and ERP systems (SAP preferred)
• Strong analytical problem-solving and data-driven decision-making skills
• Excellent stakeholder management and communication skills with the ability to influence across cross-functional and geographically distributed teams
• Experience in AI enhanced quality assurance is a plus

QUALIFICATIONS:

Education and Experience

• University degree preferably in Engineering Quality Management Information Technology or a related discipline
• 5 years of professional experience in service quality management quality assurance or service/process management within technology-driven or digital operations environments
• Demonstrated experiencerepresentingquality in customer-facing operational services with contractual service commitments (SLAs/OLAs)
• Experience working in datacenter cloud or hybrid service delivery environments is preferred
• Exposure to high-availability regulated or security-critical services is an advantage

This is for an existing vacancy. The expected compensation range for this position is as follows: Base salary of $105000 - $120000 CAD and annual bonus of 12.5% of the annual salary based on company performance.

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GieseckeDevrient Mobile Security America Inc. is an Equal Opportunity Employer M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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Manager