Our opportunityNow is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, we have over 148 years of experience, serve more than 25 industries, and insure 90% of the Fortune 500. Zurich strives to provide ongoing career development opportunities so you can reach your full potential and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. With the support of people like you, we are optimistic about leading the next evolution of the insurance industry.Join us in building a brighter future for our people, our customers and the communities we serve. The role also offers opportunities for development and progression within a global organisation.Your roleThe IT Services Catalogue and Audit & Controls Manager will work within the Service, Reporting & Governance team, a Group function within Zurich Insurance that is responsible for representing the Group IT organization, delivering service execution and performance information to each of Zurich's Business Units in transparent and straightforward communications. This role is a bridge between the products delivered from Group IT to the many Zurich Business Units as customers of these services. The role requires strong interpersonal skills, used in interacting between technical and non-technical teams.In recognition of the need to describe operational services and capabilities that are meaningful to Business Unit customers, the IT Services Catalogue and Audit & Controls Manager will ensure that a comprehensive Service Catalogue is produced and maintained, containing accurate information of all such operational services and the respective performance of each. The manager will also be responsible for supporting the Business Unit regulatory needs and leading efforts for oversight and review of Zurich's controls. The goal is to provide a reliable information channel for customers by maintaining the information in a single location while in parallel, relieving IT service owners from having to sporadically address ad-hoc requests for information.RESPONSIBILITIESDesign and development of an IT Services Catalogue that accurately and clearly describes services and capabilities in a transparent way to Business Units.Drive the commercialization of Infrastructure and Service Management Products through metrics transparency.Prepare and produce regular reports that describe the quality of services being provided against agreed upon service metrics and KPIs.Working with service owners, develop metrics and Key Performance Indicators (KPIs) that describe the quality of the services being provided.Work with Service Owners to evaluate service performance and identify improvements through quantitative evaluation (Service Improvement).Assist with the production and maintenance of accurate links to Service Level Agreements, Operating Level Agreements, Underpinning Contracts, the Service Portfolio, and the corresponding maintenance procedures. Support the information required by both Group and Business Units in order to create formal Service Agreements, as required.Understand the local regulatory needs of the Business Units, particularly the need to demonstrate effective control of services provided by Group and ensure that the IT Services Catalogue provides the necessary information to enable them to meet such requirements.Lead efforts for oversight and review of Zurich's third-party suppliers and respective catalogs & documentation.Ensure that Service Catalog assessment reviews are scheduled, carried out with customers regularly and are documented with agreed actions.Lead interactions as an Account Service Manager between I&SM and our Business Unit teams.Full adherence to budget and additional cost controls.Your Skills and ExperienceBASIC QUALIFICATIONS- Bachelors degree and 5 or more years of experience in the information technology area -OR- Zurich Cybersecurity Technician Apprentice, including Associate Degree and 6 or more years of experience in the information technology area -OR- High School Diploma or Equivalent and 7 or more years of experience in the information technology areaAND- Solid networking skills- MS Office experience- Knowledge of Information Technology OperationsPREFERRED QUALIFICATIONS- Concise and succinct oral and written communication skills- ITIL v3 or v4 Foundation or higher certification- Audit & Controls experience- Improvement methodologies including Lean, Agile, CMMI, etc. background encouraged- Experience in the management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)Additional InformationAs well as a competitive salary and a yearly bonus we offer benefits package.
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