ECM Service Manager

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.

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.

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.

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.

• 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.

Barcelona, Poblenou.

We Are Waiting for You.

Can you see yourself in this role? Don't wait any longer! Apply by sending your CV in English.

If not, no worries! We'll meet again in the future. Feel free to share my contact details with anyone you think would be a great fit.

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.

Zurich Technology Delivery Center - Your Talent, Our Strength

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.

Let's continue to grow together!

• Location(s): ES - Barcelona
• Schedule: Full Time
• Recruiter name: Alvaro Gallego Zazo