Regional Service Manager

at  Canadian Bank Note Company Limited

Internal Job Title: Regional Service Manager
Job Type: Permanent, Full time
Location: 18 Auriga Drive, Ottawa, ON
Work Model: Hybrid

POSITION SUMMARY

As a Regional Service Manager in our North American Driver and Vehicle Information Systems (NA-DVIS) team, you will play a crucial role in overseeing service operations for our Canadian Driver Licence and Identification (DL/ID) customers and delivering the top-notch service that they have come to expect and rely upon. You’ll work collaboratively with various teams and departments within CBN to address and resolve any issues that our customers might encounter.

KNOWLEDGE AND EXPERIENCE

• Degree in computer science (or related field) or equivalent combination of education and relevant experience
• Understanding of IT fundamentals (physical hardware, operating systems, applications, databases, storage and servers)
• Thorough knowledge of IT service delivery practices (ITIL certification is an asset)
• 5 to 7 years of customer support experience within the IT industry
• Experience managing small teams is an asset
• Experience supporting Request for Proposals (RFPs) is an asset

Soft Skills and Abilities

• Interpersonal skills
• Analytical/problem-solving skills
• Customer focused
• Adaptability
• Attention to detail

MANDATORY REQUIREMENTS

• Ability to obtain and maintain Government of Canada Secret (Level II) clearance.
• Ability to respond to customer issues and support the Service Desk outside of regular business hours as required.
• Ability to travel domestically/internationally approx. 2-6 weeks/year.

ABOUT US

CBN designs and develops industry leading solutions for the following domains: Border Security, Civil Identity, Driver Identification and Vehicle Information, Currency and Excise Control, and Lottery and Charitable Gaming. To learn more, visit www.cbnco.com.
As an Equal Opportunity Employer, Canadian Bank Note Company, Limited is committed to achieving a skilled workforce that reflects the diversity of the Canadian population. We encourage applications from women, visible minorities, people with disabilities and Aboriginal people. Canadian Bank Note Company Limited is committed to developing inclusive, barrier-free selection processes and work environments.
If contacted regarding this competition, please advise the interview coordinator of any accommodation measures you may require

• Maintain an open channel of communication with our customers and provide regularly scheduled service level reports to customers and internal teams. Visit customer locations on a periodic basis and/or as required based on business needs.
• Monitor the ticketing system and ensure that any incidents are addressed and resolved in a timely manner, escalating critical issues as required. Follow up incidents with the customer to ensure satisfaction and perform root cause analysis of the incident.
• Oversee a team of Service Desk Analysts that provide 1st level technical support and supplementary support for biometric (facial recognition) solutions deployed with as part of customer solutions.
• Manage customer requests that fall within (and outside of) the project scope. Liaise with Business Development and coordinate Change Requests (CRs) efforts and see them through to implementation.
• Assist with the cost estimation process for each project and ECR. Monitor the budget associated with each and ensure that the project/ECR is implemented within the identified budgetary framework.
• Various other duties and responsibilities.