We're Hiring | General Head of Incident Management

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 Colombia, Peru, and Guatemala.

Location: Colombia, Peru, or Guatemala

Work Model: Remote

Contract: Full-time Contractor

English: C1 - Mandatory

What 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 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!

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📌 Global Head of Incident Management (Bogotá, D.C.)
🏢 Allied Global Technology Services
📍 Bogotá, D.C.