In this role, you will be responsible for the delivery of Data & Business Intelligence delivery 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 Data & DBI Service 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, provide assistance and support for audits, where applicable

As Data & DBI Service Manager, your skills and experience will ideally include:

  • University level education or equivalent
  • Over 5 relevant years of experience
  • Prior experience working in a 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 (spoken and written).
Technical Skills
PowerBI
Azure
Is a Remote Job?
Hybrid (Remote with required office time)
Employment Type
Full time

 Zurich Technology Delivery Center (TDC) based in Barcelona is a technology hub part of the Zurich Insurance Group. It provides services across the world covering insurance business with the most...

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