ECM Service Manager

About the role

As an ECM Service Manager you will maintain and evolve Zurich's ECMaaS and ZBOX business‑critical applications for the LATAM and ZNA/Canada regions. You will be the main point of contact for clients in these regions, empowered to make decisions, collaborate globally and ensure stability for thousands of users.

Key responsibilities

• Oversee delivery of high‑quality IT support services, meeting SLAs and maintaining a stable production environment.
• Lead communication for incidents, change freezes, escalations and new demand.
• Manage small‑to‑medium work orders for ECMaaS and ZBOX and support larger platform projects such as upgrades.
• Prepare monthly reports and conduct service reviews with business unit counterparts.
• Identify and implement service improvement actions and continuous process enhancements.
• Coordinate disaster recovery planning, testing and restoration with global DR teams.
• Ensure internal and external providers comply with regulatory requirements and support audits.
• Drive daily use of Zurich‑approved AI tools to streamline reporting and incident analysis.

Required profile

• Fluent English (written and spoken) for communication across ZNA and Canada.
• ITIL Service Management qualification preferred.
• Minimum three years of service delivery experience; project management experience is a plus.
• Proven ability to work effectively in diverse, multicultural environments.
• Strong communication skills and attention to detail.
• Proactive, customer‑centric mindset with problem‑solving attitude.

Required skills

• Azure cloud hosting technologies.
• Content management systems such as FileNet, Box and SharePoint.
• Configuration and management of IT tools.
• Microsoft Office suite.
• Box CLI or similar administration tools.