ECM Service Manager

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

ECM Service Manager

137387

ECM Service Manager

#ZCC is currently hiring a:

ECM Service Manager

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, with focus on LATAM and ZNA/Canada region.
You would be the main contact person for our Latam and ZNA/Canada clients and you’ll be empowered to make decisions, collaborate globally, ensuring stability and reliability for thousand of users.
Your main responsibilities would be:

• ECM Service Manager for ECMaaS LATAM and ZNA/Canada applications
• ECM Service Manager for ZBOX LATAM and ZNA/Canada applications
• Act as the central point of contact for consolidating and coordinating demand across both regions, with the aim of driving regional growth and expansion.
• Manage ECMaaS and ZBOX small-medium work orders, and support other large platform projects (i.e Platform Upgrades, etc) if required.
• Administer ZBOX platform and ZBOX applications (LATAM, ZNA/Canada) as required.

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 expected 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.

Key Accountabilities

• 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 includes raising support tickets with the Box partner when an incidents originates from the Box SaaS solution itself.

Required experience & certificates

• English fluent, both written and spoken, is essential, as the role requires regular communication and service support for stakeholders across the ZNA and Canada regions.
• 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.

Technical skills

• 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.
• Knowledge on tools such as Microsoft office, and other potential administrator tools like box CLI or similar.

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.

• Advanced English

• Vacancy available only to residents of CDMX, EDOMEX, and GDL (Mexico).

Who we are.

Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.

So be challenged. Be inspired. Help us make a difference.

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.

Who we are.

Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.

So be challenged. Be inspired. Help us make a difference.

At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.