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 Integral 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.
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Required experience

📌 Ecm Service Manager (Xico)
🏢 Zurich Insurance
📍 Xico