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Zurich NA Head of Data Center Services in Los Angeles, California

Head of Data Center Services


Zurich Group Operations IT Services is looking for a Head of Data Center Services to manage IT infrastructure service delivery on a global scale in partnership with our internal customers and our external suppliers. This position can be based in our Los Angeles, CA or Schaumburg, IL Office. We need a strong leader that ensures service levels are maintained and continuously improved, and that problems with the day-to-day delivery of data center services are minimized. This role is responsible for overall Data Center Services delivery from the suppliers and for interfacing with Zurich customers.

The Head of Data Center Services is accountable for the delivery and direction of all Data Center services globally. Zurich operates DC Services from 8 strategic data centers in EU, NA, LATAM, APAC and several secondary centers. Services reflect our modernization (Cloud first) strategy by being categorized into 3 main themes:

  • Foundations – mainframe, mid-range, storage and other foundation services including DC facilities

  • Cloud CoE (Platform Services) which provides IaaS and PaaS services from our Hybrid Public/Private Cloud platform

  • A third function provides Technical Assurance Services (e.g. Transition Management and Problem Management support) to the Business Units across all aspects of DC (and other) Services

Responsibilities include:

  • Responsible as the Service Owner for the Run state of Data Center Services in all respects, including ensuring the Services fully meet business needs and develop in an appropriate manner to anticipate future needs)Accountable on a day-to-day basis for one of Zurich’s largest managed services contracts and a key factor in the overall relationship with the supplier

  • Expected to strongly influence and implement the 2020 strategy for Data Center Services Leading change agent in the adoption of modern Data Center Services & Dev Sec Ops whilst maintaining effective coexistence with legacy platforms..

  • Continuous improvement of an effective service management regime operating with emphasis on: Service operations, Service transition, Service integration and optimization, Continuous improvement, Demand management and Supplier Accountable for Disaster Recovery plans and tests for Data Center Services as part of the overall IT Service Continuity framework

  • Expected to drive service restoration of major incidents and engage with Major Incident process, including at VIP level.

  • Accountable for the in-scope services budget performance through direct control and influence of demand billed directly to the Business Units.

Basic Qualifications:

  • Bachelor’s Degree

  • 10 years expertise in the field of IT Services Management and related customer relationship management for large scale Data Center Services across modern and legacy platforms

  • Data Center Service delivery experience within a large outsourced environment spanning multiple geographies and business units. This experience may have been gained on the client side or with a large service provider/service integrator

  • Sound knowledge of IT infrastructure technologies, especially Data Center Services related

  • 5 years of management experience

Preferred Qualifications:

  • Strong experience working in an environment based on best practice frameworks such as ITIL

  • Experience handling complex situations and escalations

  • Excellent analytical skills with experience and use of root cause analysis tools and techniques

  • Project management experience to allow effective engagement with Change programs

  • Excellent verbal, written and group presentation skills, second language skills an advantage, particularly German

  • Proven relationship skills and the ability to work with a diverse set of stakeholders

  • Ability to work under pressure

  • Strong technical and multi-discipline expertise

  • Insurance Industry experience

  • Experience managing large teams within a large global organization

  • Preparation and management of the annual budget

  • Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment

  • Team building and conflict resolution skills

  • Strong ability to resolve complex problems and issues

  • Master’s Degree considered a plus

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve.

Imagine working for a values-driven organization that has the ambition and desire to be the best global insurance provider in the world.

Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world.

EOE disability/vets

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Primary Location: United States-California-Los Angeles

Other Locations: United States-Illinois-Schaumburg

Schedule Full-time

Travel Yes, 25 % of the Time

Relocation Available No

Job Posting 02/07/19

Unposting Date Ongoing

Req ID: 190000NL

It is the Policy of Zurich in North America, as an equal opportunity employer, to attract and retain the best-qualified individuals available, without regard to race/ethnicity, color, religion, gender expression, genetic information, national origin, sex, gender identity, sexual orientation, marital status, age, disability or protected veteran status.