? We’re Hiring | Integral 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

? Apply now or share this opportunity with someone who may be a great fit.
Hiring #JobOpportunity #IncidentManagement #MajorIncidentManagement #ITSM #ITIL #BPO #ServiceManagement #CrisisManagement #ServiceNow #ITLeadership

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