Service Quality Manager

Join us at Giesecke+Devrient (G+D) and help shape the future of secure digital payments.
We develop technologies that protect digital identities, transactions, and critical infrastructures—on a global scale.

We're looking for a Service Quality Manager to join our Quality team, working hand-in-hand with our Digital Operations unit from our El Prat de Llobregat site in Barcelona.
This role bridges the operational and global quality worlds, ensuring that our managed services meet the highest standards of excellence, security, and compliance.

What will you do?

As a Service Quality Manager, you’ll act as the quality expert for digital payment solutions hosted in G+D datacenters and in the cloud. Your main mission: ensure our services run smoothly, securely, and always improving.

• Drive continuous improvement of ITIL-based service quality processes and documentation.

• Monitor performance metrics, customer satisfaction, and service KPIs—always looking for what we can do better.

• Collaborate with cross-functional teams (Ops, Security, Dev, PM, Product) to solve problems and implement quality improvements.

• Lead internal audits, quality reviews, and training sessions.

• Own the Business Continuity Management (BCM) process and lead escalations in case of critical incidents.

• Coordinate customer and external audits, prepare quality reports for senior management, and chair Service Improvement Forums.

• Ensure corrective and preventive actions are implemented and effective after major incidents or complaints.

What are we looking for?

Your human side:

• Analytical and detail-oriented, with high integrity.

• Strong communicator—you know how to present and influence in global environments.

• Customer-centric and passionate about continuous improvement.

• You enjoy collaboration and take ownership of your work.

• Comfortable mentoring others and driving cultural change around quality.

Your professional side:

• University degree in IT, Engineering, or Quality Management.

• Fluent in English (spoken and written).

• Minimum 4 years of experience in Quality Management Systems (e.g., ISO 9000, 27000, ISAE 3000).

• Proven track record in IT-based service quality or compliance roles (preferably in payments, banking, telecom, or tech services).

• Experience with complaint management, BCM, and IT service design.

• Familiarity with standards like PCI-DSS, ISO 22301, ISO 14000, and frameworks like ITIL.

• ITIL and/or Lean Six Sigma certifications are a plus.

What’s great about working with us?

Culture and Diversity: A people-oriented environment with an international team and strong team spirit. Flat hierarchies. Equal Opportunity Employer and LGBT+ friendly. 
Learning & Growth: Continuous training, mentoring, and career development programs.
Flexibility & Balance: Hybrid work model with flexible hours (Mon–Thu 9:30–17:00, Fri 9:00–15:00).
Global Impact: You’ll contribute to secure payment solutions used across the world.
Perks: Flexible compensation (transport, meals, insurance, nursery), on-site parking, subsidized canteen, and more.
Location: Easily accessible by public transport (Bus 88 and 110, Metro L10 ZAL-Riu Vell, PR4 from El Prat) or private vehicle. 

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. 

 $$ HR Team Spain $$ seleccion.gdi@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=25543&career_ns=job_application