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
