Operations Manager – Production & RUN Operations

About the role

Zurich is looking for a motivated Operations Manager to join the ZCAM (Zurich Customer Active Management) unit. You will be responsible for the production operations of live claims and automation solutions, ensuring stability, service levels and continuous improvement across the organisation.

Key responsibilities

• Own end‑to‑end production operations, guaranteeing SLA/OLA adherence, availability targets and overall health of the production landscape.
• Plan, allocate and manage capacity for the RUN team, covering BAU, incident response, peak periods and maintenance windows.
• Lead incident response, root‑cause analysis and problem management to deliver sustainable fixes and reduce repeat incidents.
• Define, monitor and report on SLAs, OLAs and KPIs, driving corrective actions when performance is at risk.
• Identify and eliminate operational inefficiencies, improving availability, MTTR and operational cost.
• Champion Agentic AI and intelligent automation, including self‑healing mechanisms, automated monitoring, predictive maintenance and intelligent incident triage.
• Own the RUN operational budget, ensure cost transparency and optimise spend through automation and vendor consolidation.
• Maintain compliance with Zurich’s IT governance, change management, security and regulatory standards.

Required profile

• Proven track record in production/RUN operations management or IT service management.
• Strong experience leading cross‑functional, 24/7 teams in a business‑critical environment.
• Deep expertise in ITIL frameworks covering incident, problem, change and service level management.
• Demonstrated ability to drive continuous service improvement with measurable outcomes (availability, MTTR, cost).
• Familiarity with AI/ML technologies and enthusiasm for leveraging Agentic AI in operations.
• Excellent stakeholder management and communication skills, able to translate operational complexity into executive updates.

Required skills

• ITIL service management
• ServiceNow
• Dynatrace
• Splunk
• Azure Monitor
• PagerDuty
• Jira
• AI/ML technologies (including Agentic AI)