Head of DEX Delivery Operation Delivery

Hi there!

I am Alvaro Gallego, the recruiter for this position. Nice to meet you!

First, a little bit about what I like the most about working at Zurich Technology Delivery Center: the environment here is incredibly collaborative and innovative. Our tech-driven mindset fosters continuous learning and growth, creating an atmosphere where everyone can thrive. Now, I cannot wait to share this exciting opportunity with you at Zurich!

First of all, THANK YOU for considering our company. We understand that finding the right opportunity can be tough, but I will try to make it easier.

Who Are We?

Let me introduce us. You are reading about Zurich Insurance Group, a global leader in insurance, but this role specifically pertains to our Technology Delivery Center (TDC). Established in Barcelona in 2006, the TDC operates as an integral part of Zurich Insurance Group, providing cutting-edge technological solutions and support to Zurich’s local and global business units.

In essence, Zurich TDC is where technology meets the vast reach of a multinational company. We specialize in areas such as software development, data analytics, cybersecurity, and IT infrastructure. Our primary mission is to support Zurich’s strategic goals and enhance operational efficiency through innovative technology solutions.

If you are considering a role with us, know that you will be joining a hub of technological excellence dedicated to driving Zurich’s success on a global scale.

What Can You Expect?

You might be thinking: this sounds great, but what will my day-to-day look like? I am glad you asked.

As Head of DEX Delivery Operations, you will establish, lead and continuously shape DEX Delivery Operations, the operational backbone of Digital Experience. This global horizontal brings together Service Desk L1, DEX L2, DevOps engineering, Product Operations, Change and Release, and the applied AI capability AI4DEX. You will also line-manage the DEX operations workforce based in Spain, with responsibility for engagement, development and retention.

As the Head of DEX Delivery Operation Delivery you will have the opportunity to:

Establish and evolve operational best practice across service management, SRE and DevOps, product operations, change and release, and AI for Operations, creating standards that teams actively adopt.

Partner with DEX horizontals and product verticals to align capacity, priorities and standards through influence in a complex matrix organisation.

Own the demand and supply mechanism by consolidating demand, planning capacity and capabilities across virtual PODs, and maintaining transparent cost signals.

Steer the lifecycle of operational practices deciding when standards should be codified, evolved or retired.

Drive operational efficiency measurement including cost per ticket, mean time to resolution, automation coverage, first-time-right and a shared incident vocabulary.

Build and lead the engineering community of practice across DevOps, SRE, Service Desk, DEX L2, AI4DEX and Product Operations.

Lead the DEX operations workforce in Spain covering engagement, development, career pathways, retention and representation with country leadership.

Lead AI4DEX as a shared service ensuring that its applied AI capabilities support every POD across DEX.

What Makes You a Great Fit?

We are not seeking perfection or expecting you to save the world. If you meet many of the following requirements, we would be delighted to hear from you.

Enterprise technology leadership: 15+ years of experience in large-scale enterprise IT, IT Operations or Digital Workplace environments, ideally within a regulated industry, with substantial organisational leadership responsibility.

Operating model transformation: a proven record of establishing shared operational practices across matrix organisations and leading major reorganisations or the creation of shared-service or horizontal structures.

Modern operations expertise: strong credibility across SRE, DevOps, platform engineering, service management, ServiceNow, AI for Operations, and XLA, SLI and SLO measurement approaches.

Strategic delivery and governance: ability to balance demand, capacity, cost, service performance and change while maintaining business continuity.

Influence and stakeholder management: a trusted-partner style and demonstrated success gaining adoption without relying on formal authority.

People leadership: experience developing and retaining large, globally distributed teams and building strong professional communities.

Global and local perspective: ability to lead a global remit while carrying direct responsibility for a Spain-based workforce.

Education and languages: a degree in Engineering, Computer Science or equivalent experience; fluent Spanish and business-level English. MBA or executive education is welcome but not required.

And… What Makes Us Special?

As well as a competitive salary and a yearly bonus, we offer:

• To support your work-life balance, we have adopted a flexible working model.

• Option to work abroad up to 25 days yearly.

• Over 300 euros to set up your home office and an additional monthly home office allowance.

• A wide range of internal and external training, including English, German and Spanish classes depending on your needs.

• Ticket restaurant and health insurance, with the flexibility to exchange them for other benefits.

• Life and accident insurance.

• Collective life retirement plan.

• A 2,000-euro referral bonus if you bring other talented people like you to the company.

• Special banking and insurance conditions, plus exclusive employee discounts.

• Functional diversity benefits.

• Stock options and mortgage benefits.

Where Are We Located?

Barcelona, Poblenou.

#Li-hybrid

We Are Waiting for You.

Can you see yourself in this role? Do not wait any longer! Apply by sending your CV in English.

If not, no worries. We may meet again in the future. Feel free to share my contact details with anyone you think would be a great fit.

At Zurich, we are an equal opportunity employer. We attract and retain the best-qualified individuals available, regardless of race or ethnicity, religion, gender, sexual orientation, age or disability.

Zurich Technology Delivery Center – Your Talent, Our Strength

You are the heart & soul of 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 highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step. 

Let’s continue to grow together!

• Location(s):  ES - Barcelona 
• Schedule: Full Time
• Recruiter name: Alvaro Gallego Zazo