ECM Service Manager

Zurich Insurance

. Serve as ECM Service Manager for ECMaaS and ZBOX applications in LATAM and ZNA/Canada .

Posted 9/30/2026full-timeMexico City • MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in service delivery management, particularly in ECMaaS and ZBOX applications, with a strong focus on client communication, compliance, and process improvement. Proficient in cloud technologies, particularly Azure, and skilled in utilizing IT tools for effective service administration.

Highest-signal resume keywords

Service Delivery ManagementITIL Service Management QualificationCloud Hosting Technologies (Azure)Content Management Systems (Filenet, Box, SharePoint)Strong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery ExperienceIT Educational BackgroundConfiguration and Management of IT ToolsMicrosoft Office ProficiencyBox CLI Administration

Soft Skills

Proactive MindsetCustomer-Centric ApproachProblem-Solving SkillsAttention to DetailAbility to Work in Diverse Environments

Tools & Technologies

ZBOX PlatformECMaaS ApplicationsAI Tools for Incident AnalysisDisaster Recovery Planning Tools

Certifications & Qualifications

ITIL Service Management Qualification

Industry Keywords

Regulatory ComplianceService Level Agreements (SLAs)Production StabilityChange ManagementCustomer Satisfaction

Tech Stack

Tools & technologies

AzureCloud

About the role

Key responsibilities & impact

Serve as ECM Service Manager for ECMaaS and ZBOX applications in LATAM and ZNA/Canada
Act as the main contact for LATAM and ZNA/Canada clients
Consolidate and coordinate regional demand to drive growth and expansion
Manage small-medium ECMaaS and ZBOX work orders
Support large platform projects, including platform upgrades
Administer the ZBOX platform and applications
Oversee IT support service delivery, SLAs, production stability, changes, security, compliance, and customer satisfaction
Lead business communications for incidents, change freezes, escalations, and new opportunities
Prepare monthly reports and conduct monthly service reviews
Identify and implement service and support-process improvements
Coordinate disaster recovery planning, testing, communications, and service restoration
Ensure provider regulatory compliance and support audits
Use approved AI tools for requirements review, summaries, incident analysis, reporting, documentation checks, and change-sensitivity analysis
Maintain ZBOX availability and raise support tickets with the Box partner for Box SaaS incidents
Collaborate with Zurich teams and third-party vendors as an independent contributor

Requirements

What you’ll need

Fluent/advanced English, written and spoken
Minimum three years of service delivery experience
ITIL Service Management level qualification is ideal
IT educational background
Good understanding of cloud hosting technologies, especially Azure
Knowledge of content management systems such as Filenet, Box, and SharePoint is advantageous
Ability to configure and manage IT tools
Knowledge of Microsoft Office and administrator tools such as Box CLI or similar
Ability to work effectively in diverse, multicultural environments
Strong communication skills with business and technical stakeholders
Accuracy and attention to detail
Proactive, customer-centric, service-oriented, problem-solving, hands-on mindset
Vacancy available only to residents of CDMX, EDOMEX, and GDL (Mexico)

Benefits

Comp & perks

Equal opportunity employer
Supportive, collaborative work environment
Professional growth and increased responsibility opportunities
Access to Zurich-approved AI tools and accelerators for daily activities