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IT Service Manager


Job title: IT Service Manager

Location: Douglas, Isle of Man


The opportunity:

An opportunity is available to play the role of IT Service Manager, where you would be responsible for end-to-end operational service for Zurich IT systems, oversee production changes to assure and safeguard IT stability, performance, availability, and oversight of Service desk. You will also be reviewing, maintaining, and enhancing system performance KPIs, championing continual service and experience improvement aspects. This is a permanent position within the IT function of Zurich International in the Isle of Man reporting to the ZINT Head of Technology.


Key responsibilities:  

  • Provide visible leadership to the team to effectively deliver core IT services to the business.
  • Help shape the strategy for the team, secure the buy-in from team members liaising with local and Group IT functions.
  • Oversee development opportunities for team members, effectively balancing skills, career aspirations, and business needs across team deliverables.
  • People management including coaching, mentoring, development, performance monitoring, feedback etc.
  • Oversight of the Incident, Major Incident, Change, and Transition management processes.
  • Feed into the Problem Management RCA process and sign off for closure of Problem cases.
  • Take the lead on major incidents as required, including effective stakeholder communication and impact analysis.
  • Key input to critical business and dashboard reporting including incident volumes, impacts, end user feedback and continuous improvement items.
  • Effective planning and management of key deliverables and activities across the team, reporting on a regular basis to senior stakeholders on progress, issues, actions to facilitate prioritisation discussions.
  • Direct and influence continuous service improvement items across the team to deliver a more effective IT service for Zurich’s business and customers.
  • Support any IT control, security, and audit obligations (internal and external) as applicable.
  • On a regular basis, work closely with Global colleagues to identify gaps, improvements, opportunities, future demands, priorities etc. and then oversee delivery of these items locally.
  • Build effective relationships with colleagues locally (business and IT), globally and with our suppliers.
  • Provide key input on internal and external service provider (supplier) performance so that improvement areas can be effectively addressed.
  • Stay abreast of internal and external key business issues and priorities to ensure that the team can continue to delivery services effectively against these needs and support the business on transformation and growth journeys.
  • Member of the IT Bronze team required to lead IT response in the event of a critical business impact event.


Your skills and experience:

  • Strong People Management skills.
  • Excellent communication and stakeholder/customer management skills.
  • Excellent problem-solving skills.
  • Proven track record of dealing with ambiguity and translating into tangible, fact-based information for senior stakeholders.
  • Ability to effectively prioritise depending on criticality and business need.
  • Ability to network with key contacts internally and externally, and at local and global levels.
  • Effective delegation across a team with wide ranging skillsets.
  • Ability to forecast workloads and efforts across the team to ensure key deliverables and deadlines are met.
  • IT knowledge or knowledge of Zurich’s IT estate is critical.
  • Continuous improvement mindset, challenging the status quo and constantly trying to improve internal process or services provided to the business.
  • Understanding of the ITIL Framework.



  • Financial Services Industry knowledge.
  • Versed in project governance.
  • Knowledge and experience of Information security governance and oversight.


The reward:

In return we are offering an attractive salary plus a generous benefits package including bonus and defined contribution pension scheme. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.  As well as this we have our state-of– the– art headquarters where we have free on-site car parking.


Who we are:

Zurich International is headquartered in the Isle of Man and there are approximately 250 employees based in our Douglas-based office.

Zurich International was established in 1982, and over those 35 plus years our business model has evolved to accommodate the changing needs of insurance for both retail and corporate customers. Zurich International now focuses on offering protection and unit-linked propositions worldwide for approx. 270,000 international mobile and domestic affluent customers in its respective markets.

Zurich International supports markets in Europe, Middle East & Asia (EMEA) operating through branches in Dubai, Qatar, Bahrain, Hong Kong and Argentina. In total, Zurich International manages over $10bn of funds for both retail and corporate customers.


Further information:

At Zurich, we aim to have a diverse mix of employees that reflects our customers and the communities in which we live and work. Our diversity and inclusion initiatives are shaping an environment where everyone feels welcome, regardless of age, sex, gender identity, race, religion or belief, disability, sexual orientation, marriage/civil partnership, pregnancy/parental and mental health status. Our approach ensures that Zurich is a place that values different opinions, respects personal needs, and provides equal opportunities for all. We are committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. Zurich is passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity through the Zurich Community Trust.


So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.



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