Job Summary

Zurich Middle East is part of Zurich Insurance Group, one of the world\'s largest and most experienced insurers. Our mission is to help our local community understand and protect themselves from risk both locally and globally.

We are seeking an experienced and customer-focused Head of IT Infrastructure to ensure the efficient and effective delivery of IT services to our organization. Reporting to Head of Strategy and IT, the Head of IT Infrastructure will be responsible for managing the end-to-end service delivery process, overseeing service level agreements (SLAs), and ensuring high levels of customer satisfaction. The ideal candidate has a strong background in IT service management, excellent leadership skills, and a proven track record of driving service excellence. This role requires a combination of technical expertise, strategic thinking, and exceptional communication abilities to collaborate with both internal teams and external vendors.

Job Accountabilities

As Head of IT Infrastructure, your role will involve:

• Contribute to long-term strategy and direction setting for the ITI function.
• Develop and implement IT service delivery strategies, processes, and policies to meet the organization\'s business needs and objectives.
• Manage the end-to-end service delivery lifecycle, ensuring timely and effective resolution of incidents and service requests. Monitor and report on service performance against SLAs and key performance indicators (KPIs).
• Collaborate with cross-functional teams, including IT operations, support, infrastructure, and applications, to ensure seamless service delivery and resolve any service-related issues or escalations.
• Establish and maintain strong relationships with internal stakeholders, understanding their IT service requirements and driving continuous service improvement.
• Oversee vendor management activities, including contract negotiation, performance evaluation, and adherence to service level agreements. Ensure vendors meet agreed-upon service standards and deliverables.
• Develop and maintain IT service catalogues and service level agreements, ensuring alignment with business needs and expectations.
• Lead and motivate a team of IT professionals, providing guidance, coaching, and support to achieve service delivery excellence.
• Conduct regular service reviews with key stakeholders to assess customer satisfaction, identify areas for improvement, and implement corrective actions.
• Manage IT service budgets, including forecasting, tracking expenditures, and optimizing cost-effectiveness. Identify opportunities for cost reduction without compromising service quality.
• Stay up-to-date with industry best practices and emerging trends in IT service management. Continuously assess and implement new tools, technologies, and methodologies to enhance service delivery effectiveness and efficiency.
• Oversight of the ZWS Tech developments: Roadmap of functionalities for applications developed in-house and with key tech partners.

As part of Business Liaison: For Zurich International Life and Zurich Workplace Solutions

• Vendor engagement: Engaging with key tech partners strategically, to ensure the right skill set, resources and technology is available on demand, at competitive rates.
• Liaise with Zurich GTO on the Technology catalogue - Contribute towards it with aspects developed within the Middle East, and make aspects fit-for-purpose locally, reducing the time to market.

Job Qualifications

To be successful in this role, your role will involve:

• Bachelor\'s degree in information technology, Computer Science, or a related field. Relevant certifications are highly desirable.
• 10 years of experience in IT service management or a similar role, with a strong background in managing end-to-end service delivery processes.
• Strong knowledge of IT service management frameworks and best practices (e.g., ITIL). Familiarity with IT service management tools and software.
• Excellent leadership and people management skills, with the ability to motivate and inspire a team to achieve service excellence.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement and proactive service delivery.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with individuals at all levels of the organization.
• Proven experience in managing vendor relationships, including contract negotiation, performance monitoring, and issue resolution.
• Strong project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Solid understanding of IT infrastructure and applications, with the ability to identify service-related issues and work collaboratively with technical teams to resolve them.
• Customer-centric mindset, with a strong focus on delivering high-quality services and maintaining high levels of customer satisfaction.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that\'s what makes our team so great!

Join us as we constantly explore new ways to .

• Location(s): AE - Dubai
• Remote working: No
• Schedule: Full Time
• Recruiter name: Leigh Jeremy Jaye Santander

Zurich