⭐ Global Head of Incident Management (hybrid)

🌎 We’re Hiring: Global Head of Incident Management

Are you an experienced Incident Management leader with a strong background in BPO operations, ITSM, crisis management, and multi-country teams?

We’re looking for a Global Head of Incident Management to lead our global Incident Management function across Guatemala, Colombia, and Peru, driving operational consistency, service excellence, and effective response to critical incidents.

This is an opportunity to build and lead a global Incident Management Center of Excellence (CoE) while working directly with senior leadership and key clients.

• →Lead the global Incident Management function and local teams across Guatemala, Colombia, and Peru.
• →Design and implement an Incident Management Center of Excellence (CoE).
• →Standardize ITSM/ITIL processes, tools, and service metrics across countries.
• →Lead Major Incident and Crisis Management activities, including Sev1/Sev2 incidents.
• →Establish communication protocols for clients, executives, and operational stakeholders.
• →Monitor and improve key metrics such as SLA, MTTR, and MTTA.
• →Lead post-mortems, Root Cause Analysis (RCA), and corrective action plans.
• →Partner with Operations, IT, Information Security, and Quality to prevent recurring incidents.
• →Manage relationships with technology vendors and ITSM platforms.
• →Present service performance and incident indicators to senior leadership and key clients.

• 10+ years of experience in Incident Management or Operations within the BPO industry.
• At least 3 years leading regional or multi-country functions.
• Proven experience implementing a Center of Excellence (CoE) or standardizing ITSM/ITIL processes across multiple countries.
• Strong knowledge of SLA, MTTR, MTTA, crisis management, and client communication.
• Experience leading distributed teams across LATAM.
• Bachelor's degree in Industrial Engineering, Systems Engineering, Business Administration, or a related field.
• ITIL v4 Foundation or higher is required.
• C1-level English and Spanish proficiency is mandatory.

Experience or certifications in:

• Six Sigma Green/Black Belt
• PMP
• Crisis Management
• Business Continuity / Disaster Recovery (BCM/DRP)
• ServiceNow
• Jira Service Management
• BMC Remedy or similar ITSM platforms

Experience in multinational BPO organizations and regulated industries such as healthcare or financial services is a plus.

We're looking for a leader who demonstrates:

• Strong leadership of distributed teams
• Analytical and data-driven decision making
• Calm and decisive leadership under pressure
• Excellent executive communication
• Strong client orientation
• Continuous improvement mindset

📩 Apply now or send us your CV to learn more about this opportunity.