🌎 We’re Hiring: Global Head of Incident Management
Hybrid: Guatemala City, Bogota, or Lima
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.
🎯 What You'll Do
- 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.
💼 What We're Looking For
- 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.
⭐ Additional Qualifications
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.
🧠 Leadership Profile
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
📍 Location & Work Model
Locations: Guatemala, Colombia, or Peru
Work Model: Hybrid + extended on-call availability
Relocation: Available, with terms to be confirmed
🚨 Why This Opportunity?
This is a global leadership role where you will have the opportunity to:
🌎 Lead Incident Management across multiple LATAM countries
🏗️ Build and shape a global Incident Management CoE
📊 Drive service performance and operational excellence
🤝 Partner with executive leadership and strategic clients
🚀 Standardize and transform incident management practices across the organization
If you have the experience to lead critical incidents, build scalable processes, and drive operational excellence across multiple countries, we'd like to hear from you.
📩 Apply now or send us your CV to learn more about this opportunity.
