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Zurich NA IT Services Catalog Manager in Schaumburg, Illinois

IT Services Catalog Manager


Zurich Services LLC (a division of Zurich North America) is currently hiring an IT Service Catalog Manager role. This person will sit in our Schaumburg, IL North America HQ OR can work remotely.

The IT Services Catalog Manager will work within the Enterprise Command Center (ECC), a function withinZurich Insurance that is responsible for ensuring that the IT systems and services supporting the company’s critical business processes remain ‘Always-On’. The ECC is responsible for the instrumentation and monitoring of all critical IT applications globally, along with the infrastructure that underpins them. It is also tasked with mobilising rapidly should any critical IT service fail, ensuring that service restoration is handled quickly and effectively

In recognition of the need to describe operational services and capabilities that are meaningful to Business Unit customers, with transparent pricing, the IT Services Catalogue Manager will ensurethat a comprehensive Service Catalog is produced, maintained, reported on, and improved, containing accurateinformation of all such operational services.

The goal is to provide a reliable information channel for customers to gain understanding into the service, service delivery and performance, maintaining the information in a single location.


  • 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 Provider

  • Working with service owners, develop metrics and Key Performance Indicators (KPIs) that describe the quality of the services being provided.

  • 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.

  • Prepare and produce regular reports that describe the quality of services being provided against agreed upon service metrics and KPIs.

  • 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.

  • Work with Service Owners to evaluate service performance and identify improvements through quantitative evaluation (Service Improvement).

  • Lead efforts for oversight and review of Zurich’s third-party suppliers and respective catalogs & documentation.

  • Ensure that Service Catalog assessment reviews are scheduled, carried out with customers regularly and are documented with agreed actions.

  • Full adherence to budget and additional cost controls

Basic Qualifications:

  • Bachelors 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

  • Knowledge of information technology operations

Preferred Qualifications:

  • ITIL v3 or v4 Foundation or higher certification

  • Power BI or other business data analytics management/visualization background strongly encouraged

  • 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

  • Strong engagement and influencing skills

  • Solid networking skills

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here (https://www.zurichna.com/careers) to learn more.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet

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.

Location(s): AM - Schaumburg

Remote Working: No

Schedule: Full Time

Linkedin Recruiter Tag: #LI-MG1