ECM Service Manager (ECM)

Location: Available only to residents of Mexico City (CDMX), Estado de México (EDOMEX), or Guadalajara (GDL), Mexico

Company

hirify.global provides insurance products and services to individuals and businesses worldwide and employs approximately 53,000 people.

What you will do

• Manage ECMaaS and ZBOX services and applications for the LATAM and ZNA/Canada regions.
• Act as the main contact for regional stakeholders, coordinating demand, incidents, escalations, changes, and service communications.
• Manage small- and medium-sized work orders and support larger platform initiatives, including upgrades.
• Administer the ZBOX platform and coordinate with the Box partner when SaaS-related incidents occur.
• Oversee SLAs, production stability, monthly reporting, service reviews, security, compliance, and customer satisfaction.
• Drive disaster recovery planning and testing, continuous improvement, audit support, and the use of approved AI tools in daily operations.

Requirements

• Residence in CDMX, EDOMEX, or Guadalajara, Mexico is required.
• Fluent written and spoken English is essential.
• At least three years of service delivery experience.
• IT educational background and an ITIL Service Management qualification are preferred.
• Understanding of Azure and cloud hosting technologies.
• Ability to configure and manage IT tools, with knowledge of Microsoft Office and administrator tools such as Box CLI.

Nice to have

• Experience in project management and small- to medium-sized work orders.
• Knowledge of content management systems such as FileNet, Box, or SharePoint.

Culture & Benefits

• Individual contributor role with ownership of service delivery and operational excellence.
• Collaboration with Zurich teams and third-party vendors in a diverse, multicultural environment.
• Focus on proactive improvement, customer-oriented service, accountability, and hands-on problem solving.
• Equal opportunity workplace with support for professional growth and meaningful responsibilities.