ECM & ZBOX Service Lead – LATAM & Canada

Zurich Insurance; Ciudad de México; On-site; MXN 900,000 - 1,200,000; Full time

Job summary

Zurich Insurance in Mexico City seeks an ECM Service Manager to lead the ECMaaS and ZBOX platforms across LATAM and ZNA/Canada, ensuring stability and high-quality IT support for thousands of users. You will act as the single point of contact for regional clients, drive demand coordination, and manage small to mid-size work orders, collaborating with global teams on upgrades and enhancements.

Fluency in English, ITIL certification, and a background in cloud or content management are valued to

Qualifications

• English fluency required for regional stakeholder support.
• ITIL Service Management certification preferred.
• Minimum three years of service delivery experience; PM experience a plus.

Responsibilities

• Lead ECMaaS and ZBOX service delivery for LATAM and ZNA/Canada.
• Coordinate demand across regions and manage small-medium work orders.
• Ensure SLAs, governance, and DR readiness.
• Prepare monthly reporting and service reviews.
• Drive continuous improvements and tool usage.

Skills

ITIL Certification

English Fluency

Cloud Azure

Incident Management

Education

IT-related degree

Tools

Box CLI

SharePoint

Filenet

Microsoft Office

Job description

Zurich Insurance in Mexico City seeks an ECM Service Manager to lead the ECMaaS and ZBOX platforms across LATAM and ZNA/Canada, ensuring stability and high-quality IT support for thousands of users. You will act as the single point of contact for regional clients, drive demand coordination, and manage small to mid-size work orders, collaborating with global teams on upgrades and enhancements.

Fluency in English, ITIL certification, and a background in cloud or content management are valued to