ECM Service Manager

Zurich Insurance; Bellprat; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working model

Work abroad up to 25 days yearly

Home office setup allowance

English, German & Spanish training

Health Insurance

Bonus program

Discounts and exclusive employee perks

Job summary

Zurich Insurance Group in Barcelona seeks an ECM Service Manager to maintain and evolve our ECMaaS and ZBOX applications. You will be the main contact for assigned Business Units, drive operational excellence, and collaborate with Zurich teams and vendors to ensure stable platform operations.

This IC role rewards initiative and ownership, with opportunities to grow and deliver value across global teams. Fluency in English is essential, and ITIL qualification is preferred.

Qualifications

• English fluent, both written and spoken, essential for global stakeholder support.
• ITIL Service Management level qualification is required.
• Minimum of three years’ service delivery experience; project management experience is a plus.
• IT educational background.
• Good understanding of cloud hosting technologies (Azure).
• Knowledge of Content Management systems (Filenet, Box, SharePoint…) is advantageous.
• Ability to configure and manage IT tools.
• Knowledge of Microsoft Office and box CLI or similar administrator tools is an advantage.

Responsibilities

• Oversee the delivery of high-quality IT support services to internal stakeholders with SLAs.
• Lead management communications for service and escalations; manage changes and security.
• Manage ECMaaS and ZBOX work orders and support platform projects.
• Prepare monthly reporting and monthly service reviews with business units.
• Identify service improvement actions and drive implementations.
• Identify and implement continuous improvements to support processes and tools.
• Coordinate with Global Disaster Recovery teams to ensure DR readiness.
• Ensure regulatory compliance and assist with audits where applicable.
• Drive daily use of Zurich AI tools to support activities and reporting.
• Ensure the ZBOX platform is up and running as main responsible owner.

Skills

ITIL Service Management

Cloud hosting Azure

Content Management systems

Box CLI / admin tools

Microsoft Office

Education

ITIL Certification

Tools

Filenet

Box

SharePoint

Job description

ECM Service Manager

We Are Waiting for You

Hi there!

I am Álvaro, the recruiter for this position. Nice to meet you!

First, a little bit about what I like the most about working at Zurich Technology Delivery Center: The environment here is incredibly collaborative and innovative. Our tech-driven mindset fosters continuous learning and growth, creating an atmosphere where everyone can thrive. Now, I can't wait to share this exciting journey with you at Zurich!

First of all, THANK YOU for considering our company. We understand that finding the right opportunity can be tough, but I’ll try to make it easier.

Who Are We?

Let me introduce us. You’re reading about Zurich Insurance Group, a global leader in insurance, but this role specifically pertains to our Technology Delivery Center (TDC). Established in Barcelona in 2006, the TDC operates as an integral part of Zurich Insurance Group, providing cutting-edge technological solutions and support to Zurich's local and global business units.

In essence, Zurich TDC is where technology meets the vast reach of a multinational company. We specialize in areas such as software development, data analytics, cybersecurity, and IT infrastructure. Our primary mission is to support Zurich's strategic goals and enhance operational efficiency through innovative technology solutions.

If you're considering a role with us, know that you'll be joining a hub of technological excellence dedicated to driving Zurich's success on a global scale.

Your Role

As a Service Manager for ECM shared platforms, you’ll play a crucial role in maintaining and evolving our ECMaaS and ZBOX business-critical applications.

You would be the main contact person for the assigned Business Units and you’ll be empowered to make decisions, collaborate globally, ensuring stability and reliability for thousands of users.

You’ll work with colleagues who are both proactive and genuinely supportive, fostering an environment where teamwork and shared success are at the core of our ways of working. Your responsibility can grow in line with the value you bring and your proactive approach—meaning your ideas, initiative, and drive are recognized and rewarded. We value your expertise, support your growth, and trust you with responsibilities that matter.

This is an individual Contributor (IC) role, where you will expect to work as an independent contributor, taking ownership of service delivery, driving operational excellence, and collaborating with several Zurich teams and third party vendors to ensure stable and reliable platform operations.

What Can You Expect?

And you might be thinking: This is great, what will my day-to-day be like, at TDC? I’m glad you asked.

As a ECM Service Manager you will have the opportunity to:

• Oversee the delivery of high-quality IT support services to our internal stakeholders, ensuring we meet service level agreements (SLAs) and maintain a stable production environment. Also play a key role in managing changes, security, compliance, and customer satisfaction.
• Lead management communications for the business for service (e.g. incident alerts, change freezes etc.), as well as escalations, and demand (new opportunities).
• Manage ECMaaS and ZBOX small-medium work orders, and support other large platform projects (i.e Platform Upgrades, etc).
• Prepare monthly reporting and handle monthly service reviews with the business unit counterparts
• Identify service improvement actions and work with the required parties for the implementation of the same.
• Identify and implement continuous improvements to our support processes and tools.
• Work with the business unit and Global Disaster Recovery teams to ensure that the disaster recovery capability meets the global DR requirements, including planning, performance of testing, communication and restoration of services in response to a major outage or disaster.
• Ensure internal and external providers are compliant with regulatory requirements and provide assistance and support for audits, where applicable.
• Drive daily use of Zurich approved AI tools and accelerators to support daily activities (e.g., requirements review, summaries or analyse historical incident tickets, simplify reporting, detects outdated documentation, identify components with high change sensitivity, etc).
• Ensure that the ZBOX platform is up and running as main responsible of the tool. This could include raising support tickets with the Box partner when an incident originates from the Box SaaS solution itself.

What Makes You a great Fit?

While we’re not seeking perfection or expecting you to save the world, we believe that if you meet some of these requirements, you’ll be a fantastic fit for our team. We are waiting for you!

• English fluent, both written and spoken, is essential, as the role requires regular communication and service support for stakeholders worldwide.
• The ideal ECM Service Manager should hold an ITIL Service Management level qualification.
• A minimum of three years' service delivery experience is essential, with additional experience in project management particularly managing small to medium work orders is an advantage.
• IT educational background
• Good understanding of cloud hosting technologies (Azure).
• Knowledge of Content Management systems (Filenet, Box, SharePoint…) is an advantage
• Ability to configure and manage IT tools is an advantage.
• Knowledge on tools such as Microsoft office, and other potential administrator tools like box CLI or similar is an advantage.

Soft Skills

• The role requires proven ability to work effectively in diverse, multi-cultural environments, demonstrating adaptability in the face of ambiguity and evolving requirements.
• Strong communication skills are necessary to interact with both business and technical stakeholders at all levels of the organization.
• The role requires accuracy and attention to detail.
• Proactive mindset. Proactively identifies opportunities to enhance processes, tools, and ways of working.
• Drives the successful delivery of initiatives by translating plans into concrete actions.
• Demonstrates a strong customer-centric mindset, anticipating and responding effectively to stakeholders’ needs.
• End-to-end accountability.
• Problem-solving attitude.
• Service-oriented mindset.
• Hands-on attitude and willingness to proactively tackle tasks are crucial for success in this position.

And… What Makes Us Special?

As well as a competitive salary and a yearly bonus, we offer:

• To support your work-life balance, we have adopted a flexible working model.
• Option to work abroad up to 25 days yearly.
• Over 300 euros to set up your home office and additional monthly home office allowance.
• Wide range of internal and external trainings, including English, German and Spanish classes depending on the needs.
• Ticket restaurant and Health Insurance with the flexibility to exchange it for other benefits.
• Life and accident insurance.
• Collective Life retirement Plan
• 2000 referral bonus if you bring other talented people like you to the company.
• Special banking and insurance conditions plus Exclusive Employees discounts
• Functional diversity benefits
• Stock options and mortgage benefits.

Where Are We Located?

Barcelona, Poblenou.

#Li-hybrid

We Are Waiting for You.

At Zurich, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, regardless of race/ethnicity, religion, gender, sexual orientation, age, or disability.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.