Data & BI Service Delivery ManagerData & BI Service Delivery Manager #LI-Remote
In this role, you will be responsible for the delivery of Data & Business Intelligence services across all platforms, including integration points between them, managing a service team. You will proactively manage relationships and communications with business and outsourcing partners and effectively address escalations related to application issues and drive service improvement.
Your role As a Data & BI Service Delivery Manager, your main responsibilities will involve: Manage the service delivery for assigned application portfolio spanning across different segments according to Service Level Agreements managing a service team.Report overall application service performance to different business stakeholders proactively taking action to address issues and gaps with the business.Engage in major incident management and problem management.Proactively drive communications to the business (e.g. Incident alerts, change freezes, etc.).Contribute to the service management strategy and definition of reusable frameworks.Manage customer satisfaction and service improvement programs, as well as escalation and complaint management.Manage the Project hand-over process into operations and approve operational readiness for projects and releases.Collaborate with Project Management, Solution Architecture teams, Platform and applications support Teams to ensure the operational aspects of a solution are considered, with in a DevOps and Agile framework and mindset.Proactively drive the Continuous Service Improvement (CSI) as well as Automation initiatives.Maintain a business-oriented IT service catalogue for the relevant portfolio of applications.Monitor critical application governance and report on service level performance, generating improvement actions where necessary.Contribute to the definition of new vendor services in close collaboration with Sourcing Management.Ensure compliance with appropriate internal control and regulatory requirements for both internal and external suppliers, help and support for audits, where applicable.Your Skills and Experience As a Data & BI Service Delivery Manager, your skills and experience will ideally include: University level education or equivalent.Over 5 relevant years of experience.Prior experience working in finance services, preferably insurance.Knowledge of Data Analytics, BI tools and Cloud with functional and technical background in at least two of the following: SAP BW4HANA, Analytics Cloud (SAP SAC and HANA DB), Tibco EBX MDM, MS Azure, Power BI.Solid understanding of ITIL processes – Incident and Request Management, Change Management, stakeholder management (e.g.: ITIL).Desirable some experience in Agile and DevOps framework.Tooling: Service Now (SNOW), JIRA, bamboo, bitbucket (DevOps), Azure DevOps and MS 365.Communication/presentation skills, team management, relationship management.Ability to work effectively in a global organization across different geographies, under time pressure and to manage ambiguity.Fluent in English and German (spoken and written).Primary work location is Barcelona, Poblenou. Please apply with your CV in English.
Who we are Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling businesses and communities to face a world of risk with confidence.
Diversity & Inclusion At Zurich we are an equal opportunity employer. We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.
So be challenged. Be inspired. Help us make a difference.
#J-18808-Ljbffr