Your Role

As an IT Services Catalogue Manager  your main responsibilities will include, but not necessarily be limited to, the following:

• Design and development of an IT Services Catalogue that accurately and clearly describes services and capabilities in a transparent way to Business Units. Ensure that each service has an identified Service Owner and Manager.
• Working with service owners, develop metrics and Key Performance Indicators (KPIs) that describe the quality of the services being provided.
• Prepare and produce regular business intelligence reports that describe the quality of services being provided against agreed upon service metrics and KPIs using data analytics tools including PowerBI.
• 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 catalogues & documentation.
• Ensure that Service Catalogue assessment reviews are scheduled, carried out with customers regularly and are documented with agreed actions.
• Full adherence to budget and additional cost controls

Your Skills and Experience

As an IT Services Catalogue Manager your skills and qualifications will include:

Required:

• Bachelor’s 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 area AND
• MS Office experience
• Power BI or other business data analytics management/visualization background
• Knowledge of information technology operations

Preferred:

• ITIL v3 or v4 Foundation or higher certification
• Improvement methodologies including Lean, Agile, CMMI, etc. background encouraged
• Experience in the management of Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Concise and succinct oral and written documentation
• Solid networking skills