? We’re Hiring | Global Head of Incident Management | Peru ??

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 Latin America.
? Location: Peru ??
? Work Model: Remote
? Contract: Full-time Contractor
?️ English: C1 – Mandatory

What you’ll do:? Lead the global Incident Management function across LATAM
? Build and implement an Incident Management Center of Excellence (CoE)
? Lead Sev1/Sev2 major incidents 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

? How to Apply:
You can apply directly through LinkedIn or submit your application through our TalentLyft career page:
? https://allied-general-its.talentlyft.com/jobs/global-head-of-incident-management-clv5/new

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📌 We’re Hiring | Global Head of Incident Management | Peru ?? (Lima)
🏢 Allied Global Technology Services
📍 Lima