We’re Hiring | Global Head of Incident Management | Peru 🇵🇪

🚨 We’re Hiring | Global Head of Incident Management | Peru 🇵🇪
Are you an experienced Incident Management leader with a strong background in the BPO industry?
We’re looking for a Global Head of Incident Management to lead and strengthen Incident Management operations across Latin America.
📍 Location: Peru 🇵🇪
🏠 Work Model: Remote
💼 Contract: Full-time Contractor
🗣️ English: C1 – Mandatory
What you’ll do:
🔹 Lead the global Incident Management function across LATAM
🔹 Build and implement an Incident Management Center of Excellence (CoE)
🔹 Lead Sev1/Sev2 major incidents and crisis management
🔹 Standardize ITSM/ITIL processes, tools, and best practices
🔹 Drive SLA, MTTR and MTTA performance
🔹 Lead distributed Incident Management teams
🔹 Manage executive and client communications during critical incidents
🔹 Drive Root Cause Analysis (RCA) and corrective action plans
🔹 Partner with Operations, IT, Security, Quality, and technology vendors
What we’re looking for:
✅ 10+ years of Incident Management/Operations experience in BPO
✅ 3+ years leading regional or multi-country functions
✅ Proven experience implementing a CoE or standardizing ITSM/ITIL processes
✅ Strong experience with major incidents and crisis management
✅ Experience with ServiceNow, Jira Service Management, Remedy, or similar ITSM platforms
✅ Strong knowledge of SLA, MTTR and MTTA metrics
✅ Experience leading distributed teams across LATAM
✅ Bilingual Spanish/English – C1 English required
⭐ ITIL v4 certification is highly valued
⭐ Six Sigma, PMP, Crisis Management, or Business Continuity certifications are a plus
If you’re ready to lead Incident Management at a regional level and build a more standardized, scalable operation, we’d love to hear from you!
📩 How to Apply:
You can apply directly through LinkedIn or submit your application through our TalentLyft career page:
👉 https://allied-global-its.talentlyft.com/jobs/global-head-of-incident-management-clv5/new
Feel free to apply or share this opportunity with someone who may be a great fit!
#Hiring #JobOpportunity #IncidentManagement #MajorIncidentManagement #ITSM #ITIL #BPO #ServiceManagement #CrisisManagement #ServiceNow #ITLeadership #OperationsLeadership #Peru #RemoteJobs #TechJobs #LeadershipJobs

Work arrangement
Hybrid