We're Hiring | Integral Head of Incident ManagementAre 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 Colombia, Peru, and Guatemala.Location: Colombia, Peru, or GuatemalaWork Model: RemoteContract: Full-time ContractorEnglish: C1 - MandatoryWhat you'll do:- Lead the global Incident Management function across three countries- Build and implement an Incident Management Center of Excellence (CoE)- Lead Sev1/Sev2 major incident 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 vendorsWhat 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 plusIf 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!#Hiring #JobOpportunity #IncidentManagement #MajorIncidentManagement #ITSM #ITIL #BPO #ServiceManagement #CrisisManagement #ServiceNow #ITLeadership #OperationsLeadership #LATAM #Colombia #Peru #Guatemala #RemoteJobs #TechJobs #LeadershipJobs#J-18808-Ljbffr

📌 Global Head Of Incident Management (Bogotá)
🏢 Allied Global Technology Services
📍 Bogotá