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Service Quality Manager

Location: 

Toronto, ON, CA

Stellen-ID:  27324

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D. 

We are the reliable partner for all challenges resulting from the Internet of Things. We offer a complete connectivity portfolio for mobile network operators, automotive manufacturers, technology companies such as chip and module manufacturers as well as transport and logistics providers. Our portfolio includes highly secure solutions in the area of connectivity & IoT, from classic SIM, eSIM and iSIM, to the associated embedded operating systems and life cycle management, through to services for global connectivity and IoT solutions. Do you want to actively shape the digital transformation with us?
 

JOB SUMMARY:

 

The Service Quality Manager is responsible for ensuring the highest level of service quality across Giesecke+Devrient’s 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 lifecycle—from 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 reviews or QMS internal audits with internal stakeholders within the Americas region 
  • Collaborate closely with operations teams to ensure operational readiness, effective management, and risk mitigation 
  • Analyze service incidents and problems to identify root 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) 
  • Proven expertise in root cause analysis and corrective/preventive action methodologies (e.g., CAPA, 8D, or equivalent) 
  • Ability to analyze incidents, problems, and trends to identify systemic quality risks and improvement opportunities 
  • Proficiency with 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 experience representing quality 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 

 

 

$$ Giesecke+Devrient Mobile Security America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com. 

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=27324&career_ns=job_application

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.

We are looking forward to receiving your application!
Giesecke+Devrient Mobile Security America, Inc.
45925 Horseshoe Dr, Sterling, VA 20166
www.gi-de.com/careers
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