Regional Service Manager Jobs

Job Type: Permanent, Full time

Location: Ottawa, ON

Work Model: Hybrid

Deadline for Submissions: July 4th, 2023

Position Summary

As a Regional Service Manager in our Identification (ID) Systems Customer Support department, you will act as the primary point of CBN contact for CBN customers and ensure that our service delivery framework is adhered to, and all issues are resolved in accordance with our contractual service level agreements.

What We Can Offer You

• Best-in-class health, medical and life insurance benefits;
• Very progressive fertility, adoption and surrogacy benefits to support all definitions of family.
• An industry leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees,
• 
  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.
    
• Access to virtual and telehealth services and apps; and

• 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. Equality, 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.
• 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.

What You Will Do

• Assist with the cost estimation process for each project and CR. Monitor the budget associated with each and ensure that the project/ECR is implemented within the identified budgetary framework; and
• Manage customer requests that fall within and outside of the project scope, liaising with Business Development and coordinating implementation of Change Requests (CRs);
• Maintain channels of communication with the customer and conduct on-site visits at customer locations as required;.
• Provide regularly scheduled service level reports to customers and internal teams;
• Various other duties and responsibilities.
• Monitor the ticketing system and resolve any incidents in a timely manner, escalating critical issues to the appropriate internal resources as required. Perform root cause analysis of issues and incidents and follow up with customers to ensure satisfactory resolution;

Qualifications

Knowledge and Experience

• ITIL certification (asset)
• Technical knowledge on IT systems, their architecture, and how they work, as well as familiarity with IT support projects and service delivery.
• An ITIL certification (asset)
• Experience within (asset)
• Experience managing teams of technical resources
• University degree in Computer Science or related field) and business acumen OR Business (or related field) with a solid understanding of IT fundamentals
• Experience in customer facing support role/environment

Skills and Abilities

• Excellent communication skills (verbal and written)
• Attention to detail
• Excellent analytical skills
• Proficiency in MS 365
• Well-developed interpersonal skills
• Self-directed
• Adaptability

Mandatory Requirements

• Ability to obtain and maintain Government of Canada Secret (Level II) clearance.
• Ability to travel internationally for extended periods (2 weeks) every quarter
• Ability to respond to client inquiries/issues outside regular business hours (on occasion)

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.