Global Head of Incident Management (Hybrid)

About the role

The Global Head of Incident Management will lead a multi‑country Incident Management function across Guatemala, Colombia and Peru. This senior leader will design a Center of Excellence, standardise ITSM/ITIL processes and work directly with senior leadership and key clients.

Key responsibilities

• Lead the global Incident Management function and local teams in three LATAM countries.
• Design and implement an Incident Management Center of Excellence (CoE) and standardise ITSM/ITIL tools and metrics.
• Drive Major Incident and Crisis Management, handling Sev1/Sev2 incidents and establishing communication protocols.
• Monitor and improve SLA, MTTR, MTTA and present performance indicators to senior leadership.
• Lead post‑mortems, root‑cause analysis and corrective action plans.
• Partner with Operations, IT, Information Security and Quality to prevent recurring incidents.

Required profile

• 10+ years of Incident Management or Operations experience in the BPO industry.
• At least 3 years leading regional or multi‑country functions.
• Bachelor’s degree in Engineering, Business Administration or related field.
• ITIL v4 Foundation (or higher) and C1‑level English and Spanish proficiency.
• Proven experience building a Center of Excellence or standardising ITSM/ITIL processes across multiple countries.

Required skills

• ITIL v4 Foundation (or higher)
• ServiceNow
• Jira Service Management
• BMC Remedy or similar ITSM platform
• Six Sigma Green Belt or Black Belt
• PMP certification

What we offer

• Opportunity to lead Incident Management across multiple LATAM countries.
• Ability to build and shape a global Incident Management Center of Excellence.