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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 N orth American Driver and Vehicle Information Systems (N A-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.
What We Can Offer You
Compensation: We seek long term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:
An industry leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees,
Best-in-class health, medical and life insurance benefits;
Access to virtual and telehealth services and apps; and
Very progressive fertility, adoption and surrogacy benefits to support all definitions of family.
Career: As a knowledge-based organization we will provide you with a wealth of learning opportunities and challenging work that will grow your knowledge, skills and abilities. At CBN, we encourage and empower our employees to chart their own career path, putting you in control of your future.
Culture: Personal character is the foundation of our culture. CBN’s 7 Core Principles shape and guide our behaviours and underpin the sense of community you will experience at CBN. Equ ity , diversity and inclusivity are important to us as an organization, and we are committed to fostering and developing a work environment where every employee is treated with dignity and respect.
What You Will Do
Maintain an open channel of communication with our customer s and provide regularly scheduled service level reports to customers and internal teams. V isit 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 1 st 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.
Qualifications
Knowledge and Experience
Degree in c omputer science (or related field) or equivalent combination of education and relevant experience
U nderstanding 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.