We're Hiring | Global Head of Incident Management Are you an experienced Incident Management leader with a strong background in the BPO industry? We're looking for a Integral 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! #Hiring #JobOpportunity #IncidentManagement #MajorIncidentManagement #ITSM #ITIL #BPO #ServiceManagement #CrisisManagement #ServiceNow #ITLeadership #OperationsLeadership #LATAM #Colombia #Peru #Guatemala #RemoteJobs #TechJobs #LeadershipJobs

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