ECM Platform Services Manager (LATAM & ZNA/Canada)

Zurich Insurance; México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Zurich Insurance is seeking an ECM Service Manager to maintain and evolve ECMaaS and ZBOX platforms for LATAM and ZNA/Canada, acting as the main contact for regional clients. You will own service delivery, coordinate cross-region efforts, and partner with Zurich teams and vendors to ensure stability and reliability for thousands of users.

You will lead ITIL-aligned service management, manage small-to-medium work orders, and drive continuous improvements while maintaining strong stakeholder

Qualifications

• Three years of service delivery experience.
• ITIL Service Management qualification.
• Fluent English required for cross-regional communication.
• Experience in managing small- to medium-sized work orders.

Responsibilities

• Oversee the delivery of high-quality IT support services to stakeholders, ensuring SLAs are met and production is stable.
• Lead management communications for service events, changes, escalations and demand.
• Manage ECMaaS and ZBOX small-to-medium work orders and support large platform projects as needed.
• Prepare monthly reporting and conduct monthly service reviews with business counterparts.
• Identify service-improvement actions and drive implementation across regions.
• Ensure DR capabilities align with global requirements and coordinate testing and recovery.

Skills

English fluent

ITIL

Service delivery

Project management

Communication

Education

ITIL Service Management certification

Advanced English

Tools

Azure

Box

SharePoint

Box CLI

Microsoft Office

Job description

Zurich Insurance is seeking an ECM Service Manager to maintain and evolve ECMaaS and ZBOX platforms for LATAM and ZNA/Canada, acting as the main contact for regional clients. You will own service delivery, coordinate cross-region efforts, and partner with Zurich teams and vendors to ensure stability and reliability for thousands of users.

You will lead ITIL-aligned service management, manage small-to-medium work orders, and drive continuous improvements while maintaining strong stakeholder