ECM Service Manager
ECM Service Manager
#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, with focus on LATAM and ZNA/Canada region.
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.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.
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.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. Lead management communications for the business for service (e.g. incident alerts,



change freezes etc.), Manage ECMaaS and ZBOX small-medium work orders, and support other large platform projects (i.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., This includes raising support tickets with the Box partner when an incidents originates from the Box SaaS solution itself.
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 idóneo 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.
Good understanding of cloud hosting technologies (Azure).
Knowledge of Content Management systems (Filenet, Box, SharePoint...) is an advantage
Knowledge on tools such as Microsoft office, and other potential administrator tools like box CLI or similar.
The role requires proven ability to work effectively in diverse, multi-cultural environments, demonstrating adaptability in the face of ambiguity and evolving requirements.
Service-oriented mindset.
Advanced English
At Zurich millions of individuals and businesses place their trust in our products and services every day. 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.
We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.
At Zurich millions of individuals and businesses place their trust in our products and services every day. 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.
We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age, or disability.
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📌 Manager for Service Management (Jocotitlán)
🏢 Zurich Insurance
📍 Jocotitlán